Workforce Management Analyst - (141609)
Department: Switchboard Operator
Shift: Variable
FTE: 40 hours per week
Location: WA-
Description
Qualifications
Department: Switchboard Operator
Shift: Variable
FTE: 40 hours per week
Location: WA-
Description
Located in Seattle, WA, Virginia Mason is an internationally recognized leader in the continuous improvement of health care. With an extensive list of awards and distinctions that includes our recognition as Top Hospital of the Decade by The Leapfrog Group, Virginia Mason offers you the opportunity to partner with exceptionally talented peers at every level.
You will contribute to the strength of our Team Medicine approach to collaborative medicine and benefit from the changes enacted through our Virginia Mason Production System, a model that has transformed health care by providing patients with easier access to care, reducing errors, and continuously innovating patient safety and quality that has been adopted by other organizations here and abroad. Join us, and find out how many ways Virginia Mason offers you the chance to focus on what really matters - our patients.
The Workforce Mgmt Analyst utilizes knowledge of assigned business unit(s) and systems technology to conduct operational studies of business units (e.g. work flow) in the design and implementation of enhancements to computer-based systems. Builds test data, tests systems, and analyzes test results. This position will partner with various management teams to share responsibility for meeting service level and response time objectives across all contact channels; utilizes workforce scheduling software and tools for managing workforce-related tasks and ensuring effective and efficient utilization of such resources. Responsible for assisting management with business unit productivity goals by providing accurate forecasting, staff calculations, staff schedules and management reports. This job will also assist management in monitoring adherence, staffing activity and updating the system as needed.
Qualifications
- Bachelor's degree in a related field, or equivalent.
- Minimum of two years prior call center experience in workforce management and previous experience with data analysis and trending, including call forecasting.
- Experience working with a multi-team, multi-site call center solution.
- Ability to exercise independent judgment in problem solving.
- Strong technical and analytical skills.
- Knowledge and application of workforce scheduling software/forecasting tools and staffing models, data gathering and trend analysis including application of spreadsheet software like MS Excel, statistical analysis, graphing, data presentation.
- Ability to work under pressure, be forward thinking and suggest creative solutions to overcome obstacles.
- Excellent written and verbal communication skills with an emphasis on organization and detail.
- Excels in a team-based environment with a positive attitude.
- Dealing with ambiguity and an ability to remain flexible and manage multiple concurrent tasks/activities.
Preferred: Previous health care experience; previous experience acting in analytical position, using modeling or forecasting techniques to project staffing requirements; familiarity with call center technology, Workforce Management software (Blue Pumpkin), and experience with Symposium reporting; strong skills in conducting systems analysis and in troubleshooting; and working knowledge of lean thinking.
Just as Virginia Mason is dedicated to improving the lives of our patients and our community, we are equally dedicated to your professional and personal success. With a wide range of perks that includes comprehensive compensation and benefits, continuing education and support, and the opportunity to live in one of the most livable cities in the country, you will find that an opportunity with Team Medicine is one worth taking.
We are an equal opportunity/affirmative action employer.