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Workforce Management Forecast Analyst

2 months ago

Edinburg, United States Allina Health Full time

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 servicesHolidaysReduction 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 5 to 7 years Workforce Management Analyst experience required and 5 to 7 years experience using 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