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Company

Boston Medical Center (BMC) · 6 hours ago

Workforce Planning Analyst

Boston, MA

Full-time

Remote

Mid Level

3+ years exp

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Health CareHospital

H1B Sponsor Likely

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Responsibilities

Provide Real Time Adherence (RTA) support which includes fielding requests from Call Center Managers, WFM-related requests, emails, messages or other ad hoc tasks.

Maintenance of workforce management tool which includes staff and forecasting alignment, vacancy management, and interactions between Ring Central and contact center representatives.

Responsible for timely entry of activity codes related to unplanned scheduling exceptions and planned time-off requests.

Provide reporting to management team that helps drive optimum resource utilization and evaluates staff performance in comparison to expectations set in budgeted staff model.

Works within a high-performing team to deliver high quality standard reporting with recommendations.

Works with peers and leaders across division to meet service level agreements.

Assist the Manager of Workforce Management and the Contact Center Director in the development of tactical planning for the call centers (Trainings, Off Phone activities etc.).

Builds successful interpersonal relationships with business partners, leadership team across Contact Center and Operations.

Works with a high degree of independence within team and across division, collaborating cross-functionally to meet organizational goals. Represents department on cross-functional initiatives.

Provides feedback, suggestions and status updates to Call Center Director, Managers and Team Leads regarding improvement initiatives and opportunities.

Works with call overflow vendor to ensure staffing needs are met.

Monitors various daily and weekly productivity and quality reports to identify performance gaps.

Takes corrective action and follows-up to ensure positive outcomes and goals are achieved.

Develops and documents workflows, business policies, practices and procedures to ensure quality and consistency.

Analyzes, updates, and modifies standard operating procedures and processes to continually improve the WFM function.

Responsible for the preparation, research of data, records and associated reports required to meet our metric requirements.

Continuously monitors external best practices in WFM. Adopts such best practices and makes recommendations to the Call Center leadership team based on research.

Expected to complete any other assignments outside of the regular duties for this position when assigned by management.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce Management TechnologyCall Center ExperienceMicrosoft ExcelForecastingStaffing PlansHealthcare Information SystemsProject Management

Required

Bachelor’s degree or an equivalent combination of related experience including utilization of Workforce Management Technology

Three or more years call center experience required

Strong analytical, problem resolution skills.

Workforce Management experience

Ability to work collaboratively with call center and practice management teams and be able to adequately represent needs of call center staff so they can provide a consistent level of service to patients

Comprehensive knowledge of call center and human resources policies and procedures.

Able to prioritize and manage multiple projects simultaneously and produce expected results.

Highly developed skills using personal computer tools including computerized healthcare information system and Microsoft office products, particularly Excel.

Demonstrated ability to generate contact center forecasts, staffing plans, schedules and reports

Expert level understanding of the role workforce management plays in a contact center environment

Excellent oral and written communication skills.

Demonstrated critical thinking, analytical and problem-solving skills.

Experience using WFM Technology

Company

Boston Medical Center (BMC)

Glassdoor

3.9

Boston Medical Center (BMC) is a 511-bed, equity-led academic medical center and a proud member of the Boston Medical Center Health System.

Founded in 1996

Boston, Massachusetts, USA

5001-10000 employees

http://www.bmc.org/

H1B Sponsorship

Boston Medical Center (BMC) has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (31)

2022 (57)

2021 (32)

2020 (33)