Workforce Planning Analyst - Uw Medicine Contact Center

Job Description

WORKFORCE PLANNING ANALYST - UW MEDICINE CONTACT CENTER

Req #: 240311 Department: UW MEDICINE CONTACT CENTER Job Location: Remote/Hybrid, Seattle - Other Job Location Detail: REMOTE/DOWNTOWN SEATTLE Posting Date: 10/22/2024 Closing Info: Open Until Filled Salary: $5090 - $7634 per month Other Compensation: Shift: First Shift Benefits: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, click here. UW Medicine Contact Center has an outstanding opportunity for a Workforce Planning Analyst
Work Schedule

Full time

Remote Work Option Available

Mon - Fri

DEPARTMENT DESCRIPTION
The Workforce Planning Analyst is responsible for preparing productivity reports and analyzing information (contact center trends and volume or issue patterns) as well as developing staffing models, short-term forecasts and recommendations to anticipate contact center demand. They will also increase contact center efficiencies and effectiveness through appropriate allocation of resources and skill sets. The Workforce Planning Analyst will monitor the daily volume of inbound call traffic and distribute resources to achieve the optimal utilization and balance of resources within the contact center environment. The Workforce Planning Analyst will be responsible for predicting and preparing for changes in production, budget, volume and staffing. Professionals working in this field coordinate with upper management and production teams regularly in order to resolve issues related to staffing.
POSITION HIGHLIGHTS

Increase contact center efficiencies and effectiveness through appropriate allocation of resources and staffing.

will provide reports/assessments/information to Contact Center leadership to aid in the optimal functioning of the Contact Center utilizing a variety of platforms. The analysis performed by this position includes reporting on staffing metrics.

As operations expand, this role will make recommendations along with our budgetary limits around our expenses.
PRIMARY JOB RESPONSIBILITIES

Responsible for monitoring and revising near-term workforce/business forecasts, ensuring that various departments are properly staffed, and meeting productivity potential.

Responsible for preparing reporting to assist with creating adequate staff levels that are sufficient for operating activities.

Responsible for preparing staffing models based on created forecasts/trending models and monitoring those results to ensure positive impacts on call performance, staff coverage and achievement of KPI’s.

Responsible for analyzing trends, including staff productivity and attrition rates in the short term and long term.

Work with supervisors to assess vacations, training schedules, and turnover and absenteeism trends to anticipate and plan adequate staffing.

Responsible for leveraging real-time data as well as historical call history to adjust forecasts and anticipate changes in call volumes and coverage needs.

Liaison with other departments and upper management to share information regarding staffing outlook and strategy.

Utilize information received through call analytics to help inform contact center managers and supervisor about the impacts on staffing plans.

Identify opportunities for call time improvements, optimal staffing utilization, training or process changes and communicates those to management.

Support the organization with ad-hoc reporting and data analysis as needed.

Provide support to other contact center reporting team analysts.
REQUIRED QUALIFICATIONS

3-5 years experience as a business analyst or an advanced role within an inbound call/contact center.

Experience with staffing models and call/contact center technology.
OR

An equivalent of education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

ABOUT UW MEDICINE – WHERE YOUR IMPACT GOES FURTHER
UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.

Become part of our team. Join our mission to make life healthier for everyone in our community.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .

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