The Workforce Analyst will be responsible for monitoring incoming call queues and staffing each queue appropriately, reviewing current staffing and scheduling requirements and uncover opportunities for improved efficiency, updating staffing model to improve the accuracy of volume forecasts and staffing needs, analyzing hourly, daily, weekly and monthly results providing written analysis and recommendations to management, conducting quality call audits for coaching and performance management purposes. The Workforce Analyst will also be utilized as a resource for the Customer Service staff for any questions, problems or complex member issues.
Education: Associate's Degree with an emphasis in Marketing, Communications, Business or other similar field is required. Bachelor's Degree with emphasis in statistics is preferred. (Education qualifications must be from a school whose accreditation is recognized by Marshfield Clinic).
Experience: Two years of professional experience within a call center is required. Must have knowledge of call center technology, metrics and reporting. High level proficiency in Microsft Excel is required. Experience in real-time workforce management and/or operations is preferred.
Exclusion from Federal Programs: Employee may not at any time have been or be excluded from participation in any federally funded program, including Medicare and Medicaid. This is a condition of employment. Employee must immediately notify his/her manager or the Clinic’s Compliance Officer if he/she is threatened with exclusion or becomes excluded from any federally funded program.
**You may submit your Cover Letter and Resume along with the online employment application. After submitting your application, you will be prompted to upload a Microsoft Word -OR- PDF version of your Cover Letter and Resume.**
Marshfield Clinic - 16 months ago