Workforce Management Supervisor- Patient Access Organization

Required Experience

• Bachelor's Degree- Business Administration, Healthcare Administration, Data Analytics, or related field
• 5yrs of exp Workforce management, Call center operations or operational analytics experience

• 3 yrs Experience with workforce forecasting, developing staffing models and scheduling optimization
• Strong knowledge of workforce forecasting methodologies and staffing models including Erlang-based calculations.
• Advanced analytical skills with ability to interpret operational data and translate insights into staffing recommendations (interpreting contact center performance metrics including service level, abandonment rate, schedule adherence, and staffing utilization).
• Demonstrates clear and professional verbal and written communication; able to explain complex data insights in a simple and actionable manner while maintaining a professional tone in all interactions.
• Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
• Knowledge of workforce management systems and contact center technologies such as Genesys or other CCaaS platforms.
• Ability to develop workforce reporting dashboards and operational analytics tools to support operational decision making.
• Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.
• Effectively manage multiple priorities in a fast-paced environment with the ability to balance daily tasks. Skill to organize workflow to accomplish established objectives.
• Strong organizational, project management, and leadership skills with experience supervising and developing staff in an analytical or operational environment
• Demonstrates flexibility in a fast-paced, continuously changing environment, effectively leveraging available resources to address challenges in a proactive and results-driven manner.
• Advanced Microsoft excel skills- proficient with SharePoint, PivotTables, graphs and reporting tools for workforce analysis.

Preferred Experience

• Knowledge of lean or process improvement methodologies
• Experience implementing or optimizing workforce management technologies