Workforce Management Forecast Analyst

2 weeks ago

Coon Rapids, United States Allina Health Full time
Number of Job Openings Available:
1
Date Posted:
August 30, 2024
Department:
16008771 Customer Experience Center Administration
Shift:
Day (United States of America)
Shift Length:
8 hour shift
Hours Per Week:
40
Union Contract:
Non-Union
Weekend Rotation:
Occasional
Job Summary:
Creates and maintains all forecasts and schedules within the Contact Center. Will liaise with relevant key stakeholders within the Contact Center to understand fluctuations in forecasts, both proactively and reactively. Accountable for anything relating to updates to forecasts and schedules (e.g. extreme weather event), to help plan for similar events in the future when possible. Responsible for completing various projects.
Key Position Details:
  • Position is hybrid - Hiring leader is open to discussing schedule details - onsite vs. remote days
  • Onsite work will be based out of the Customer Experience Center in Coon Rapids, MN
  • 1.0 FTE, 8-hour day shifts
  • Occasional weekends - there is not a set rotation (Weekends will be based on business needs)
Job Description:

Principle Responsibilities
  • Utilizes phone software statistical data along with Workforce Management data to analyze call arrival patterns, handle times, and staff shrinkage to create and update forecasts across all relevant lines and channels throughout the organization.
    • New services
    • Holidays
    • Reduction in services
  • Completes all elements of scheduling for contact center agents across the organization: scheduling 1x1 meetings with supervisor, training sessions, staff meetings, huddles, committee meetings, overtime, projects, and absences.
  • Proactively recommends optimized placement of offline activities (ex: training sessions, meetings, 1x1s with supervisors, etc.) to ensure optional efficiency within the department to support service levels.
  • Identifies gaps in staffing coverage through analysis of inputs to continuously improve forecasts and efficiency of schedules (ex: FTE recommendations, rotations, etc.). Highlights trends or concerns regarding volumes or staffing levels for management.
    • Provides schedule recommendation for new hires, shift bids, budget staffing, overtime, early outs, etc.
    • Audits schedules prepared by the Workforce Management team and make recommendations for improvements.
  • Provides support and guidance to Workforce Management Forecasting and Scheduling Analysts.
    • Other duties as assigned.
Job Requirements
  • Associate's or Vocational degree and equivalent years of related experience required or
  • Bachelor's degree in Business, Mathematics, Statistics or other quantitative orientated fields preferred
  • 3+ years Contact Center Workforce Management Analyst experience required and
  • 3+ years experience using Contact Center Workforce Management tools in building schedules, time off management and forecasting, such as Aspect, Avaya WFO, IEX, or Blue Pumpkin required


Physical Demands
Sedentary:
Lifting weight Up to 10 lbs. occasionally, negligible weight frequently

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