Workforce Planning Specialist

3 days ago

Philadelphia, Pennsylvania, United States Pennsylvania Medicine Full time
Workforce Analyst Job Description

Penn Medicine is committed to delivering exceptional patient care, advancing medical research, and educating future healthcare leaders. As a Workforce Analyst, you will play a critical role in ensuring the optimal deployment of our workforce to meet the needs of our patients and the organization.

Key Responsibilities:
  • Develop and maintain accurate forecasts of staff requirements to ensure optimal workforce utilization.
  • Manage and maintain agent schedules, including shift requests, time off requests, and adherence performance.
  • Analyze call volume history, calling patterns, and business events to inform staffing decisions and optimize workforce management.
  • Monitor and report on key performance indicators (KPIs) such as service levels, handle times, and staff productivity.
  • Collaborate with leadership and stakeholders to identify opportunities for process improvements and implement changes to enhance workforce management.
  • Provide data-driven insights and recommendations to inform strategic decisions related to workforce planning and optimization.
Requirements:
  • Bachelor's degree in a related field (e.g., business, operations research, mathematics).
  • 3-5 years of experience in a workforce planning or contact center operations role.
  • Proficiency in workforce management software, such as Avaya/Verint Workforce Management.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and communicate insights effectively.
  • Excellent communication and collaboration skills, with the ability to work effectively with diverse stakeholders.

Penn Medicine offers a comprehensive benefits package, including tuition assistance, wellness programs, and opportunities for professional growth and development. We are an equal opportunity employer and welcome applications from diverse candidates.

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