CNSI and Kepro are now Acentra Health! Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact.
Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the company’s mission, actively engage in problem-solving, and take ownership of your work daily. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes – making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.
Acentra seeks a Workforce Analyst Management to join our growing team.
Job Summary:
- Are you an experienced Workforce Management Analyst looking for a new challenge?
- Are you looking to join a team that ensures a collaborative and inviting culture where everyone can thrive?
If so, you might be our next new team member!
Job Summary:
The Workforce Management Analyst will report to the Command Center Manager the Workforce Management (WFM) Analyst is responsible for providing short, medium and long-term contact volume and staffing forecast within the contact center, and the timely production and analysis of management reports to support the operation for both inbound and outbound contact types. The WFM will ensure strategic goals are met through forecast modeling, collaborative planning and effective communication while aligning the forecast with strategic goals.
What you’ll do:
- Monthly, weekly, daily and hourly forecasting of inbound/outbound contact volumes and staffing requirements based on historical contact trends and business growth objectives.
- Establishes a statistical baseline forecast for all departments.
- Identifies and researches service level risks for problem resolution and management notification.
- Oversee and maintain the WFM Platforms utilized for forecasting and scheduling.
- Coordination with vendor workforce management to balance contact volumes and staffing needs.
- Appropriately assist with the forecasting and account for growth due to variations and special events.
- Maintains events calendar, tactical staffing plan and outage system and ensures that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
- Provides clear and effective communication of the forecasted workload, changes, assumptions, inputs, etc. to the Sr. Leadership team.
- Understand, formulate, incorporate and plan workload based upon key drivers of volume, analysis, and data.
- Leads in the effort of building staffing strategies that support multi-site, multi-skilled contact centers.
- Identifies and recommends process improvement opportunities to improve productivity, performance and customer satisfaction.
- Assigned to rotation of weekends and evenings to ensure coverage.
Required Qualifications
- Associate’s degree or equivalent experience
- Experience, preferably, in a contact center environment with proven experience in coaching and providing feedback to team members
Knowledge, Skills, Abilities
- Demonstrated knowledge and experience in WFM technology
- Knowledge and experience in Workforce Management
- Proven track record of providing strategic support in a contact center environment, while balancing the need for attention to detail
- Strong verbal, written, communication and interpersonal skills, with good command of the English language
- Strong Analytical and Problem solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to contact center technologies.
- Exceptional skills in Microsoft Outlook, Excel or equivalent applications, and familiar with contact center software applications
- A healthcare background or experience in a medical contact center is a plus.
Experience
- 3+ years technical contact center operational experience (command center experience preferred).
- 3+ years’ experience with contact center workforce management programs a plus
- 1+ years’ experience with Dialer based systems (EIP, five9, Cisco, Avaya, etc..) a plus
Why us?
We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.
We do this through our people.
You will have meaningful work that genuinely improves people's lives nationwide. Our company cares about our employees, giving you the tools and encouragement, you need to achieve the finest work of your career.
Benefits are a key component of your rewards package. Our benefits are designed to provide additional protection, security, and support for your career and life away from work. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more.
“Based on our compensation philosophy, an applicant’s placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.”
Compensation
The pay range for this position is $42,000/annually
“Based on our compensation philosophy, an applicant’s placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.”
EOE AA M/F/Vet/Disability
Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable Federal, State, or Local law.
