EPEC WORKFORCE MGMT ANALYST, FCH - PATIENT ENGAGEMENT CENTER

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

Job summary

An innovative health network is seeking a dedicated Analyst to support workforce management in a remote role. This position involves forecasting staffing needs and optimizing costs to enhance efficiency. The ideal candidate will have strong analytical skills, advanced Excel proficiency, and experience with workforce management tools. Join a forward-thinking organization that values diversity and offers career growth opportunities, competitive compensation, and a supportive work environment. If you are ready to make a difference in healthcare, this is the perfect opportunity for you.

Benefits

Paid time off

Career growth opportunities

Academic partnerships

Health insurance

Wellness programs

Retirement plans

Qualifications

• Two years of workforce management experience in a contact center.
• Advanced skills in Microsoft Excel and data analysis.

Responsibilities

• Forecasting volume and projecting staffing needs for EPEC business.
• Producing schedules to meet service levels and goals.

Skills

Workforce Management

Analytical Skills

Microsoft Excel

Communication Skills

Problem-Solving

Data Analysis

Education

Bachelor's Degree in Business

Bachelor's Degree in Human Resources

Related field experience

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 support all EPEC business processes. The role involves projecting FTE requirements for near-term, long-term, and budget purposes, maintaining minimal forecast-to-actual variance, identifying trends to optimize costs and 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 related field required. Alternatively, four additional years of related experience may be considered.

Special Skills:

• Advanced Microsoft Excel skills required.
• Strong analytical and problem-solving skills.
• Ability to analyze large data sets effectively.
• High energy, positive attitude, and quick thinking.
• Excellent communication skills.
• Reliable attendance.
• Experience with IVR design, modification, testing, Erlang C, and SQL is preferred.

Compensation & Benefits:

Hourly pay ranges from $24.05 to $38.48, based on experience. Benefits include paid time off, career growth opportunities, academic partnerships, bonuses, retirement plans, health insurance, wellness programs, and more.

Our health network is a partnership supporting patient care, research, and education, operating Wisconsin's only academic medical center and Level I Trauma center.

We are an Equal Opportunity Employer committed to diversity. Protected veterans can share their status at 262-439-1961. We perform pre-employment drug testing and provide accommodations during the application process upon request.