Forecasting & Scheduling Workforce Analyst | AdventHealth Corporate

Top Reasons to Work at AdventHealth Corporate

• Great benefits
• Immediate Health Insurance Coverage
• Career growth and advancement potential

• Full-Time, Monday â“ Friday

You Will Be Responsible For:

• Apply critical thinking skills and use decisive judgment to take appropriate actions with minimal supervision, as needed
• Exhibit ability to work in a fast-paced environment
• Develop and maintain comprehensive forecasting and scheduling models
• Use workforce management tools to forecast volumes, create staffing requirements, and generate work schedules for contact centers that meet or exceed service level, abandonment rate, and other key performance indicators
• Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs of CxC
• Study real-time and historical data to modify forecasting; strive for continuous improvement in forecasting and staffing
• Lead and manage processes for shift bids, vacation shift bids, time-off requests, and requests for overtime
• Maintain a local database to manage employee information, performance trends, and other related data
• Maintain and provide budget-related data, including projected FTE requirements, employee turnover rate, shrinkage rate, abandonment rate, call volume, and attrition rate
• Ensure the accuracy and timeliness of segment entry requests and skill changes
• Utilize and maintain available reporting systems; produce routine and non-routine reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors
• Assist the Real-Time Workforce Analyst to ensure associates are following schedules and meeting service level and abandonment goals
• Serve as a backup for the Workforce Supervisor, as necessary
• Utilize critical thinking skills to offer prompt and efficient assistance to CxC leadership regarding staffing projections and reporting
• Actively work with other CxC staff and leaders to achieve established performance metric standards
• Perform other duties as assigned by the Supervisor or other CxC leaders

Education and Experience Required:

• High school diploma or equivalent 
• Minimum three years prior experience with workforce management process and applications (e.g. ASPECT, Genesys, inContact, Verint)
• Advanced MS Excel experience

Education and Experience Preferred:

• Bachelorâ™s degree
• Experience with telephony systems or complex forecasting modeling
• Experience using Erlang C

Knowledge and Skills Required:

• Ability to articulate the mission of AH and the CxC
• Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
• Demonstrated interpersonal, customer relations, and communication skills
• Ability to lead or facilitate training and education
• Personal integrity and an ability to work under stress
• Strong organizational and coordination skills
• Strong attention to detail and ability to take initiative to resolve immediate or urgent problems
• Effective communicator in English, both orally and in writing
• Typing skills of at least 45 words per minute
• Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment
• Demonstrates regular, consistent and punctual attendance
• Proficiency in Microsoft Suite programs and Adobe
• Technological aptitude to master additional programs, technologies, and databases

The Consumer Experience Center (CxC) Forecasting & Scheduling Workforce Analyst is responsible for forecasting volume and projecting staffing needs to adequately support all services within a rapidly growing centralized environment. Major responsibilities of this position include accurately projecting FTE requirements for near-term, long-term, and overall budgeting purposes; additional key responsibilities include identifying trends and behaviors to ensure optimal cost effectiveness and operational efficiency and producing associate schedules to meet established CxC service levels, KPIs, goals, and objectives. The Forecasting & Scheduling Workforce Analyst is also responsible for researching causes for underperformance, identifying areas of improvement within the workforce management strategy, and adjusting associate schedules to meet CxC service standards. The analysis performed by this individual is substantially complex and requires a high degree of analytical skills, independent decision making, and organization to turn large sets of data into meaningful analyses. This role is expected to collaborate with other team members and leaders to ensure staffing levels support each serviceâ™s quality and performance goals. The Analyst reports to the department Supervisor and maintains a working knowledge of all technology systems and databases required to perform this function.