The Registry Member Services (RMS) Workforce Management (WFM) Analyst monitors real time workload volumes with member and donor activity. The WFM Analyst forecasts the volume, schedules the staff, and monitors the real time activity to ensure optimum efficiencies. Works to ensure acceptable service levels are met while helping leaders understand and measure the workload objectives. This position will also be responsible for long term and short term volume forecasts, average handle time, productivity rates, staffing forecasts, and providing leadership with risk mitigation plans. This position will act as a support tool for the leaders of RMS, assisting with and providing guidance on performance impact analysis and operational planning.
BA/BS degree required. However, upon evaluation, equivalent related experience and/or education may be substituted for the degree requirement.
one to three years planning and/or analyst experience. At least one year experience in a call center operation with basic understanding of phone technology, email management, and file/case management is preferred.
Advanced MS Excel / MS Access skills and or use of database technologies. Solid understanding of systems applications in a call center, telephony, routing, CISCO. Some understanding of scheduling and forecasting methodology. Data modeling, process improvement and statistical analysis experience preferred.
Ability to effectively communicate complex issues across all levels of the organization. Strong interpersonal and organizational skills. Advanced mathematical and analytical skills preferred.. Ability to work effective with remote leadership. The flexibility to handle multiple tasks and respond to changing priorities and deadlines. The ability to negotiate issues while maintaining a balance between the needs of the employee and the needs of the business. Also the ability to work with current NMDP data owners to save time and ensure accuracy and credibility in driving better decision making
National Marrow Donor Program - 20 months ago