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Workforce Management Forecasting Specialist

2 months ago

Edinburg, Texas, United States Allina Health Full time

Job Summary

We are seeking a highly skilled Workforce Management Forecasting Specialist to join our team at Allina Health. As a key member of our Workforce Management team, you will be responsible for analyzing call arrival patterns, handle times, and staff shrinkage to create and update forecasts across all relevant lines and channels throughout the organization.

Key Responsibilities

  • Analyze phone software statistical data and Workforce Management data to develop and maintain accurate forecasts, taking into account factors such as new services, holidays, and reduction in services.
  • Develop and implement scheduling strategies for contact center agents, including scheduling 1x1 meetings with supervisors, training sessions, staff meetings, huddles, committee meetings, overtime, projects, and absences.
  • Proactively identify opportunities to optimize offline activities, such as training sessions and meetings, to ensure maximum efficiency within the department and support service levels.
  • Continuously analyze and improve forecasts and scheduling efficiency by identifying gaps in staffing coverage and making recommendations for improvements.
  • Provide support and guidance to Workforce Management Forecasting and Scheduling Analysts.

Requirements

  • Associate's or Vocational degree and equivalent years of related experience required.
  • Bachelor's degree in Business, Mathematics, Statistics, or other quantitative-oriented fields preferred.
  • 3+ years of Contact Center Workforce Management Analyst experience required.
  • 3+ years of 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.