Workforce Optimization Analyst, Access & Navigation, Full Time, Day Mahwah

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

Position Summary

Under the direction of the Director, Consumer Access Strategy, supports workforce management activities for the Access & Navigation Center, including forecasting, scheduling, staffing, and workforce reporting. Collects, analyzes, and maintains workforce data to assist leadership in managing service levels, staffing plans, and operational performance. Provides routine and ad hoc reporting, monitors workforce trends, and supports schedule management activities to help ensure adequate staffing coverage and achievement of departmental goals. Works collaboratively with leadership and operational teams to identify workforce variances, communicate observations, and support process improvement initiatives.

Education

Associate’s degree in business management or related field required. Bachelor’s degree preferred.

Experience

Minimum of two (2) years hands-on experience using WFM applications, e.g., Verint, Aspect, IEX with a minimum of three (3) years working in a contact center environment (50+ seats) preferably in a 7x24x365 environment.

Skills

• Proficiency in Microsoft Suite applications.
• Strong verbal and written communication skills, with the ability to effectively communicate with leadership, team members, and cross-functional stakeholders.
• Excellent analytical, organizational, and problem-solving skills, with strong attention to detail and accuracy.
• Ability to manage multiple priorities and work effectively in a fast-paced, collaborative healthcare environment.
• Proficiency in navigating healthcare systems and analyzing operational data to support workforce planning and decision-making.
• Strong interpersonal skills with the ability to build productive working relationships across departments and organizational levels.
• Experience delivering presentations, facilitating training, or providing end-user support preferred.

Job Location

960 MacArthur Blvd Mahwah NJ Access & Navigation

Shift

Day (United States of America)

Benefits

• Medical/Prescription, Dental & Vision Discount Program (Full Time/Part Time Employees)
• Group Term Life Insurance and AD&D(Full Time Employees)
• Flexible Spending Accounts and Commuter Benefit Plans
• Supplemental Voluntary Benefits ( e.g. Short-term and Long-term Disability, Whole Life Insurance, Legal Support, etc.)
• 6 Paid Holidays, Paid Time Off (varies), Wellness Time Off, Extended Illness
• Retirement Plan
• Tuition Assistance
• Employee Assistance Program (EAP)
• Valley Health LifeStyles Fitness Center Membership Discount
• Day Care Discounts for Various Daycare Facilities

Salary

Joining Valley Health System means becoming part of a dedicated team that values the highest quality of care in a supportive environment. In our commitment to high performance and reliability, we encourage and recognize exceptional individual performance through our industry leading compensation practices including a starting salary and benefits in accordance with your role, experience, education, and licensure. Actual individual salaries vary depending on these factors. The salary listed does not include other forms of compensation or benefits.

Pay Range: $32.36 - $40.45 (per hour)

EEO Statement

Valley Health System does not discriminate on the basis of ancestry, age, atypical hereditary cellular or blood trait, civil union status, color, creed, disability, domestic partnership, gender, gender identity or expression, familial status, genetic information, liability for service in the Armed Forces of the United States, marital status, medical condition or illness, mental or physical handicap, national origin, nationality, perceived disability, pregnancy, race, refusal to submit to genetic testing or make available results of such tests, religion, sex, sexual orientation, veteran’s status or any other protected basis, in accordance with all applicable Federal, State and Local laws. This applies to all areas of employment, including recruitment, hiring, training and development, promotion, transfer, termination, layoff, compensation, benefits, social and recreational programs, and all other conditions and privileges of employment.