Workforce Management Analyst I

adventhealth; Orlando (FL); On-site; USD 49,718 - 92,468; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Paid Time Off from Day One

403-B Retirement Plan

4 Weeks 100% Paid Parental Leave

Career Development

Whole Person Well-being Resources

Mental Health Resources and Support

Pet Benefits

Job summary

AdventHealth in Florida seeks an analytics-minded professional to optimize call center operations and staffing. You will forecast volumes, manage budgets, and support scheduling to sustain service levels across centers.

Key responsibilities include monitoring performance, recommending efficiency improvements, and collaborating with teams to implement changes in a fast-paced environment.

Qualifications

• Knowledge of call center management best practices.
• Strong analytical skills in budgeting, costing and performance metrics.
• Experience with workforce management and staffing optimization.

Responsibilities

• Provide ongoing operational analysis to enhance call center quality and efficiency.
• Forecast call volumes and manage staffing to meet service levels.
• Develop labor schedules and use forecasting tools across multiple centers.

Skills

Call center analytics

Budgeting/costing

Workflow optimization

Team collaboration

Multi-tasking under pressure

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

All the benefits and perks you need for you and your family:

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Schedule: Full time

Shift: Day (United States of America)

Address: 900 HOPE WAY

City: ALTAMONTE SPRINGS

State: Florida

Postal Code: 32714

Job Description

Provides ongoing operational analysis to enhance call center quality and efficiency. Identifies and implements changes based on key business indicators such as cost per call, cost per member, service level, and occupancy. Develops labor schedules to meet contact volumes and service levels. Utilizes specialized software tools to manage and forecast staffing levels for multiple call centers. Provides analytical support and recommendations for staffing resources to meet objectives. Accurately forecasts call volumes and analyzes historical call volume data. Projects budgetary expenses and determines future costing. Assists with training and managing new hire numbers. Analyzes call center performance history to determine optimum off production activities, shrinkage, and occupancy goals. Monitors Workforce Management tools in real-time to maintain service level data. Evaluates daily call trends to ensure agent adherence and conformance to schedules. Ensures agent adherence and conformance to schedules. Other duties as assigned.

Knowledge, Skills and Abilities

• Knowledge of Call Center management best practices
• Strong functional analytical skills (budgeting, costing, etc.)
• Process analytical skills in a call center environment
• Ability to create well organized, accurate, and concise material and work documentation for organizational use
• Strong knowledge of Microsoft applications including Outlook, Word, PowerPoint, Excel, and Access with the ability to create and maintain databases and the ability to use them to present to both internal and external contacts
• Strong knowledge of workforce management tools and the ability to maintain them
• Ability to work as part of a team
• Ability to work independently
• Ability to work in a fast paced environment with changing priorities
• Demonstrated organizational skills
• Ability to multi-task
• Ability to remain calm under pressure
• Ability to work in dimly lit office

Education

• Bachelor's

Field of Study

• in Business or Data Science field

Work Experience

• 3+ prior experience in a call center operations environment
• Call management experience

Additional Information

• N/A

Licenses and Certifications

• N/A

Physical Requirements

• Physical Requirements - https://tinyurl.com/23km2677

Pay Range: $49,718.59 - $92,468.74

Background Screening Requirement (Florida Law)

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.