Workforce Optimization Analyst: Forecasting & Scheduling

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

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