Healthcare Workforce Optimization Analyst

Valley Health System; Mahwah (NJ); On-site; USD 45,000 - 56,000; Full time

Benefits offered by this job

Medical/Prescription, Dental & Vision

Group Term Life Insurance and AD&D

Flexible Spending Accounts

Tuition Assistance

Employee Assistance Program (EAP)

Retirement Plan

Wellness Time Off

Day Care Discounts

Job summary

Valley Health System in Mahwah, NJ seeks a Workforce Management professional to support forecasting, scheduling, staffing and reporting for the Access & Navigation Center. You will analyze workforce data to help leadership manage service levels and staffing plans, and assist with performance improvement initiatives.

The role requires 2+ years in WFM tools (Verint, Aspect, IEX) and 3+ years in a 50+ seat contact center, preferably in a 7x24x365 environment.

Qualifications

• Associate’s degree in business management or related field required.
• Bachelor’s degree preferred.
• Minimum of two (2) years hands-on experience using WFM applications, e.g., Verint, Aspect, IEX.
• Minimum of three (3) years working in a contact center environment (50+ seats) preferably in a 7x24x365 environment.

Responsibilities

• Forecasts, schedules, and analyzes staffing for the Access & Navigation Center.
• Generates routine and ad hoc workforce reports.
• Monitors workforce trends and supports schedule management.
• Collaborates with leadership to identify variances and supports process improvement.

Skills

Microsoft Suite

Communication skills

Analytical skills

Organizational skills

Multitasking

Healthcare data analysis

Interpersonal skills

Presentation/training

Education

Associate's degree in business management or related field

Bachelor's degree preferred

Tools

Verint

Aspect

IEX

Job description

Valley Health System in Mahwah, NJ seeks a Workforce Management professional to support forecasting, scheduling, staffing and reporting for the Access & Navigation Center. You will analyze workforce data to help leadership manage service levels and staffing plans, and assist with performance improvement initiatives.

The role requires 2+ years in WFM tools (Verint, Aspect, IEX) and 3+ years in a 50+ seat contact center, preferably in a 7x24x365 environment.