Workforce Management Analyst, Call Center, Baptist Medical Center

Job Summary

Baptist Health is growing in the Workforce Management team and looking to add a Workforce Management Analyst in our Call Center Department at Baptist Medical Center located in Jacksonville, FL.

This is a remote opportunity working Monday-Friday 8:30am-5:30pm, no weekend, holiday, or call rotation.

The Workforce Management (WFM) Analyst supports all Call Centers across the Baptist Health system and are responsible for assessing and improving call center processes, efficiencies. This WFM Analyst must have experience in call routing, multi-channel (texting, etc.) IVR, call center metrics and workflow automation and possess a strong root cause analysis of processes. The WFM Analyst will work closely with functional leaders, organizational units, and subject matter experts (SMEs) to identify, develop and deploy new business processes.

Workforce Management Analyst Responsibilities:

• Advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.)
• Excellent Knowledge of WFM and Call Center CMS systems or related applications (Teleopti, NICE, InContact, Avaya, Aspect, Verint, etc.) to manage interval forecast staffing levels.
• Basic knowledge of ACD, IVR, vectoring, and VDN routing.
• Provide Call Center operational root cause analysis.
• Provide analytical support and recommendations for staffing resources to meet objectives such as service levels, AHT, ASA, etc.
• Real time monitoring of Business Units to maintain Service Levels.
• Ability to team with Business units to ensure agent adherence and conformance to schedules.
• Assists in creating and modifying schedules in a real time manner utilizing WFM software.
• Responsible for Daily, Weekly and Monthly reporting that highlights Contact Center performance (SL, AHT, ASA, etc.)

If you are interested in this Workforce Management opportunity, please apply now!

Education Required

Bachelor's Degree

Education Preferred

Master's Degree

Experience

• Call Center Experience
• IT Support Experience
• IT Project Management Experience

License and Certification

None

Location

Location Overview

Baptist Health, founded in 1955, is North Florida’s most comprehensive health care system and the area’s only non-profit, mission-driven, locally governed health care provider. Baptist Health has over 200 points of care throughout the Northeast Florida region, including our six award-winning hospitals: Baptist Medical Center Jacksonville, Wolfson Children’s Hospital, Baptist Medical Center Beaches, Baptist Medical Center Clay, Baptist Medical Center Nassau and Baptist Medical Center South. The most preferred health care system in the region, Baptist Health also includes 57 primary care offices, as well as home health, behavioral health, pastoral care, rehabilitation services, occupational health and urgent care.