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

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

Benefits offered by this job

Medical/Prescription, Dental & Vision

Retirement Plan

Tuition Assistance

Employee Assistance Program (EAP)

Paid Holidays and Paid Time Off

Wellness Time Off

Life Insurance

Job summary

Valley Health System (New Jersey) is seeking a Workforce Management Analyst to support the Access & Navigation Center. You will forecast, schedule, and staff, while maintaining workforce data to aid leadership in managing service levels and performance.

The role requires experience with WFM tools and strong analytical capabilities in a healthcare setting. Responsibilities include routine and ad hoc reporting, trend monitoring, and collaboration with cross-functional teams to implement process

Qualifications

• Associate’s degree in business management or related field required; bachelor’s preferred.
• Minimum of two (2) years hands-on experience using WFM applications (Verint/Aspect/IEX).
• Experience in a contact center environment (50+ seats), preferably 7x24x365.
• Strong communication, data analysis, and reporting capabilities.

Responsibilities

• Forecasts, schedules, staffs, and analyzes workload for the Access & Navigation Center.
• Collects and maintains workforce data to support service levels and staffing plans.
• Generates routine and ad hoc workforce reports for leadership review.
• Monitors workforce trends and assists in schedule management for coverage.
• Collaborates with leadership to identify variances and drive process improvements.

Skills

Communication

Analytical thinking

Organizational skills

Presentation skills

Cross-functional collaboration

Education

Associate’s degree in business management or related field

Bachelor’s degree preferred

Tools

Verint

Aspect

IEX

Microsoft Office

Job description

Position SummaryUnder 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.EducationAssociate’s degree in business management or related field required. Bachelor’s degree preferred.ExperienceMinimum 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.SkillsProficiency 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 Location960 MacArthur Blvd Mahwah NJ Access & NavigationShiftDay (United States of America)BenefitsMedical/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 PlansSupplemental 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 IllnessRetirement PlanTuition AssistanceEmployee Assistance Program (EAP)Valley Health LifeStyles Fitness Center Membership DiscountDay Care Discounts for Various Daycare FacilitiesSalaryJoining 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 StatementValley 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.