Workforce Management (WFM) Real Time Analyst

Hackensack Meridian Health; Neptune City (NJ); Hybrid; USD 63,000 - 75,000; Full time

Job summary

A leading healthcare organization seeks a Workforce Management (WFM) Real Time Analyst to provide tactical support and effective staff planning. This role involves real-time monitoring of service levels and performance, ensuring effective management of phone, chat, and email volumes. Candidates should possess strong problem-solving, organizational, and communication skills. A hybrid work schedule is offered.

Benefits

Comprehensive benefits package

Paid leave

Tuition reimbursement

Retirement benefits

Qualifications

• 1 year of experience in a contact center.
• Proven experience in a Workforce Management role.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Monitor contact types and respond to staffing situations.
• Manage agent adherence to schedules.
• Distribute daily service KPI performance reports.

Skills

Problem-solving

Time management

Interpersonal skills

Organizational skills

Communication

Education

Associate Degree in Business or Statistics

Tools

CISCO Calabrio

Google Workspace

Job description

Workforce Management (WFM) Real Time Analyst

Workforce Management (WFM) Real Time Analyst

1 week ago Be among the first 25 applicants

Description

Our team members are the heart of what makes us better.

Description

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

As a Workforce Management (WFM) Real Time Analyst, you will utilize workforce management tools and best practices to provide tactical support and effective staff planning to deliver the appropriate level of service to patients within the Patient Access Center (PAC) environment. Responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. Address a wide range of problem-solving situations that require immediate real time intervention.

This position will offer a hybrid schedule.

Responsibilties

A day in the life of a Workforce Management (WFM) Real Time Analyst at Hackensack Meridian Health includes:

• Monitor all contact types and execute defined strategies to effectively respond to any understaffing or overstaffing situations that might occur. This includes, but not limited to agent re-skilling, arrangement of PTO and leveraging overtime.
• Manage real-time agent adherence to schedule and enter relevant schedule exceptions into Calabrio
• Update and maintain agent database in Calabrio such as, processing: new agents, terminations
• Optimize weekly schedule, including breaks, lunches, offline activities, based upon forecasted contact volume and handle times.
• Track and trend analysis for absenteeism and schedule adherence.
• Review and process VTO/PTO/OT requests in real-time.
• Distribute intraday and daily service KPI performance reports, including commentary to various stakeholders.
• Utilize WFM tools to determine staff requirements for internal and outsourced vendors.
• Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day.
• Provide real-time escalation, recovery, and restore capabilities for any failure of service.
• Continuously review existing processes and research new ones for possible automation improvements or enhancements.
• Manage business activities such as root cause analysis, staff skill and profile management.
• Maintain correct schedule information, including FMLA, days off/vacations, team meetings.
• Ensure schedule integrity by maintaining accurate agent information including multiple status levels; hours available to work.
• Provide feedback to the management team regarding agent scheduling concerns.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.
  
  

Qualifications

Education, Knowledge, Skills and Abilities Required:

• Associate Degree in a Business or Statistics related field or equivalent work experience.
• Minimum of 1 year of experience in a contact center environment OR a current active Patient Access Center team member with 6+ months in the role.
• Minimum of 1 year of experience in a Workforce Management role as a RTA or Analyst.
• Proven experience with CISCO Calabrio / UCIC or other WFM platform.
• Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
• Ability to manage and prioritize multiple priorities in a dynamic fast paced environment.
• Maintains a working knowledge of applicable Federal, State and local laws and regulations, HMH Compliance Program
• Standards of Conduct, as well as other policies in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
• Understands and adheres to confidentiality requirements in relation to team member information.
• Problem solving skills with the ability to approach problems logically and troubleshoot.
• Time management skills, multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
• Supports and participates in a collaborative team-oriented environment.
• Ability to communicate with all levels of management and company personnel.
• Strong organizational and planning skills with an eye for detail.
• Ability to handle multiple projects and tasks.
  
  

Education, Knowledge, Skills And Abilities Preferred

• Proven expertise with Cisco Calabrio and CUIC Reporting platform.
• Proficient in Google Workspace (Gmail, Sheets, Docs, Slides).
• Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions
  
  

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.

Job Duties

The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

• Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
• Experience: Years of relevant work experience.
• Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
• Skills: Demonstrated proficiency in relevant skills and competencies.
• Geographic Location: Cost of living and market rates for the specific location.
• Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
• Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.
  
  

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.

In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits. Starting at $63,336.00 Annually

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Hospitals and Health Care

Referrals increase your chances of interviewing at Hackensack Meridian Health by 2x

Sign in to set job alerts for “Workforce Management Analyst” roles.

WORKFORCE MANAGEMENT (WFM) REAL TIME ANALYST

Workforce Management (WFM) Real Time Analyst

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.