Job Information
KEPRO Workforce Management Analyst (Remote) in Seven Hills, Ohio
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:
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.
Job Responsibilities:
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
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.
Thank You!
We know your time is valuable, and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may interest you. Best of luck in your search!
The Acentra Health Talent Acquisition Team
Visit us at Acentra.com/careers/
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.
Requirements
Associate’s degree or equivalent experience
3+ years technical contact center operational experience (command center experience preferred).
Proven experience in coaching and providing feedback to team members
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
Preferred Qualifications:
3+ years’ experience with contact center workforce management programs
1+ years’ experience with Dialer based systems (EIP, five9, Cisco, Avaya, etc..)
A healthcare background
Benefits
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.
Compensation
The pay 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.”