EPEC WORKFORCE MGMT ANALYST, FCH - PATIENT ENGAGEMENT CENTER

Froedtert Health; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare organization is seeking a Workforce Management Analyst to forecast staffing needs and optimize operational efficiency. The role requires strong analytical skills and experience with workforce management tools. This position offers flexible hours and a remote work option.

Benefits

Paid Time Off

Career Growth Opportunities

Health Insurance

Retirement Plans

Employee Assistance Programs

Qualifications

• Two years of workforce management experience required.
• Experience with workforce management tools required.

Responsibilities

• Forecasting volume and projecting staffing needs.
• Identifying trends to optimize cost and operational efficiency.

Skills

Analytical Skills

Problem Solving

Communication

Microsoft Excel

Education

Bachelor's Degree in Business

Tools

Cisco Finesse

Calabrio

IEX

Verint

Aspect

SQL

Job description

Discover. Achieve. Succeed. #BeHere

Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility.

This job is REMOTE.

FTE: 1.000000

Shift: Flexible 1st shift 7 am - 5 pm.

Job Summary:

The Analyst is responsible for forecasting volume and projecting staffing needs to ensure accurate support for all EPEC business processes. The forecast planner will project FTE requirements for near-term, long-term, and budget purposes, maintaining minimal forecast-to-actual variance. Key responsibilities include identifying trends to optimize cost and operational efficiency, making KPI recommendations, and producing schedules to meet service levels and goals.

Experience:

• Two (2) years of workforce management experience in a contact center environment required.
• Experience with workforce management tools (e.g., Cisco Finesse, Calabrio, IEX, Verint, Aspect) required.
• Experience with Cisco telephony and Calabrio WFM preferred.

Education:

Bachelor's Degree in Business, Human Resources, or a related field required. Alternatively, four additional years of related experience may be considered in lieu of a degree.

Skills:

• Advanced knowledge of Microsoft Excel required.
• Strong analytical and problem-solving skills.
• Ability to analyze large data sets quickly.
• High energy and positive attitude.
• Quick thinker with good judgment.
• Excellent written and verbal communication skills.
• Consistent and punctual attendance.
• Experience with IVR design, modification, and testing preferred.
• Experience using Erlang C preferred.
• SQL experience preferred.

Compensation & Benefits:

Hourly pay ranges from $24.05 to $38.48, based on experience. Benefits include paid time off, career growth opportunities, partnerships with the Medical College of Wisconsin, bonuses, retirement plans, health insurance, employee assistance programs, and various work-life benefits.

Our health network supports patient care, research, and education across Wisconsin, operating the state's only academic medical center and Level I Trauma center, engaging in numerous clinical trials.

We are an Equal Opportunity Employer committed to diversity and inclusion. Protected veterans are encouraged to apply. We maintain a drug-free workplace and perform pre-employment testing. For accommodations, contact us at 262-439-1961.