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Workforce Management Analyst
$59k-78k (estimate)
Full Time 6 Months Ago
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Solis Mammography/ Washington Radiology is Hiring a Workforce Management Analyst Near Fort Worth, TX

At Solis Mammography, our patient-focused culture is at the heart of every interaction. We deliver the care, compassion and high-touch experience that have made us a valued healthcare partner to the generations of women that we serve. As the nation’s leader in breast health services, our commitment to providing excellence in patient care is realized at every level of our organization. If you are an ambitious self-starter who thrives in an environment where you are empowered to take ownership of your area of responsibility, we would like to speak to you.

The Contact Center WFM Analyst is primarily responsible for maintaining department Service Level goals. This position also helps balance SL goals and labor costs. This is achieved by utilization/creation of forecasts, scheduling, and monitoring of real time statistics. Additional duties include scheduling of ongoing training, seating, reporting, and tracking.

RESPONSIBILITIES - HOW WILL YOU KNOW YOU ARE SUCCESSFUL?

Operations

  • Assisting the WFM Manager in planning and scheduling of CC Agent assignments and off-phone events
  • Tracking Agent schedule adherence in real time
  • Updating schedules with up-to-date information
  • Assisting in the coordinating and appropriate allocation and availability of call center staff to achieve project goals
  • Creating and maintaining reports from scheduling software and other sources
  • Recommending procedural and operational guideline changes to improve communications and operational efficiency
  • Providing administrative support to the WFM Manager, and Contact Center Director
  • Making necessary adjustments to workforce management software to appropriately track the productivity of Contact Center Agents
  • Monitor real-time status and recommends changes to meet service levels
  • Assists WFM Manager to define and implement governance over staffing model, forecast processes (i.e. Staffing Model)
  • Assist WFM Manager in maintaining IVR prompts and messaging
  • Assist WFM Manager with the management of ShiftTrack WFM Application
  • Utilizes all policies and processes with 100% compliance.

Service

  • Maintains customer confidentiality 100% of the time.
  • Maintains productivity; ensures minimal downtime.

Team Focus

  • Brings problems to the attention of the WFM Manager; is willing to ask for help.
  • Supports WFM Manager and Contact Center Director with projects on as needed basis.
  • Interacts with other departments to ensure an efficient and service-oriented operation.

SKILLS/ QUALIFICATIONS

  • Ability to manage multiple, complex, on-going tasks and projects
  • Excellent verbal communication, listening and interpersonal skills.
  • Energetic and flexible.
  • Ability to lead and partner successfully with staff and chain of command
  • Extensive data analysis, reporting and action planning
  • Strong verbal and written communication skills
  • Ability to organize, prioritize and follow through
  • Demonstrate the proactive ability to find and define problems, understand business impact, identify solutions, and implement recommendations for corrective action.
  • Must demonstrate competency in dealing with all levels of employees/management and building strong relationships with teams and all organizational customers
  • Must possess strong quantitative, analytical and technical aptitude skills
  • Four or more years of progressively responsible related experience at a professional level, including One or more years in a WFM Planning and Strategy role, preferably in the Contact Center environment.
  • Experience with Workforce Management software (scheduling, performance tracking, reporting)
  • Experience with MS Office tools (Excel, Word, PowerPoint, Outlook)
  • Math/statistics and computer proficiency
  • Familiarity with HIPAA law preferred.
  • Familiarity with RIS (Radiology information System) preferred.
  • Healthcare experience preferred.

Job Summary

JOB TYPE

Full Time

SALARY

$59k-78k (estimate)

POST DATE

09/10/2022

EXPIRATION DATE

11/23/2023

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The job skills required for Workforce Management Analyst include Scheduling, Call Center, WFM, Planning, Data Analysis, Written Communication, etc. Having related job skills and expertise will give you an advantage when applying to be a Workforce Management Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Workforce Management Analyst. Select any job title you are interested in and start to search job requirements.

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