Strategic Workforce Optimization Analyst

NorthShore University HealthSystem; Skokie (IL); On-site; USD 52,000 - 77,000; Full time

Benefits offered by this job

Career Pathways to Promote Professional Growth and Development

Various Medical, Dental, and Vision options

Tuition Reimbursement

Free Parking at designated locations

Wellness Program Savings Plan

Health Savings Account Options

Retirement Options with Company Match

Paid Time Off

Community Involvement Opportunities

Job summary

NorthShore University HealthSystem is looking for a Workforce Optimization Analyst in Skokie, IL, to ensure efficient call center operations through effective staff scheduling and performance analysis. The ideal candidate will utilize workforce management tools to forecast staffing needs, generate reports, and improve operational efficiency.

This full-time position demands strong analytical skills and experience in call center workforce management. Candidates will be responsible for balancing call demands with agent productivity and making informed decisions to enhance customer experience.

Qualifications

• 2 Years Call Center Workforce Management experience required.
• Experience in contact center workforce management and analysis programs.
• Strong understanding of customer service metrics.

Responsibilities

• Forecast call volumes and staffing needs based on historical data.
• Create and maintain agent schedules to optimize coverage.
• Analyze workforce performance data to identify operational improvements.
• Utilize workforce management tools for scheduling and forecasting.
• Train staff on WFM tools and ensure data accuracy.

Skills

Analytical skills

Proficiency in WFM tools

Communication skills

Education

Associates Degree Preferred

Tools

Workforce Management software

Job description

NorthShore University HealthSystem is looking for a Workforce Optimization Analyst in Skokie, IL, to ensure efficient call center operations through effective staff scheduling and performance analysis. The ideal candidate will utilize workforce management tools to forecast staffing needs, generate reports, and improve operational efficiency.

This full-time position demands strong analytical skills and experience in call center workforce management. Candidates will be responsible for balancing call demands with agent productivity and making informed decisions to enhance customer experience.