NYU Langone Health · 1 day ago
Contact Center Agent Workforce Analyst / Tech
New York, NY
Full-time
Onsite
Mid Level
$68K/yr - $117K/yr
3+ years expNYU Langone Health is a leading integrated health system recognized for its quality patient outcomes. The Workforce Analyst will collaborate with the business to implement Call Center technology solutions, facilitate communication, and ensure that system requirements meet business needs.
EducationHealth CareHospitalMedicalNon Profit
Responsibilities
Creates detailed business requirements for functional (e.g., business processes, call/work flows, rules) and non-functional (e.g., data, security) capabilities
Learn the current work flow of all business lines and identify areas of process improvement. Maintain internal project platform and schedule out projects based on level of priority
Ability to pivot and prioritize tasks according to level of needs
Ability to problem solve as needs arise, working together with other teams to fine the best solution
Help with current or new system integrations and develop appropriate workflows after meeting with teams to understand needs
Understands and applies principles in risk management, issue tracking and change management
Works with User Experience / Design resources to help visualize requirements into prototype
Partners with team members to develop project schedules, reports and documentation; May be required to act as project lead on small to medium projects and/or provide direction to others on the team
Participates in developing estimates and implementation plans for technical solutions
Translates technical concepts to business audience and business information to a technical audience
Provides support for application development teams including documenting business processes
Gathers and interprets information from multiple sources (including databases, reports, dashboards, interviews, etc.) and makes recommendations
Validates test cases to ensure that application will service the business function being performed
Qualification
Required
Minimum of a Bachelors' degree in Computer Science, MIS, Business or related degree
Three (3) years of relevant experience or a combination of education, training and experience
Experience with leading Call Center and Telephony systems (preferably Cisco UCM, Cisco UCCE, Verint WFO suite)
Advance/Admin Salesforce Experience
Ability to effectively communicate with all levels of the organization
Preferred
May occasionally work a non-standard shift including nights and/or weekends and/or have on-call responsibilities
May work in a team environment or project room to facilitate collaboration
Benefits
Financial security benefits
A generous time-off program
Employee resources groups for peer support
Holistic employee wellness program
Company
NYU Langone Health
NYU Langone Health is a nonprofit organization that provides a center of excellence in healthcare, research, and medical education.
10001+ employees
H1B Sponsorship
NYU Langone Health 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 (1)
2022 (5)
2021 (8)
2020 (35)
Funding
Current Stage
Late StageTotal Funding
$33.5MKey Investors
National Institute of Diabetes and Digestive and Kidney DiseasesMHCIPNational Institutes of Health
2024-02-06Grant· $13M
2023-10-16Grant· $12.5M
2022-02-17Grant· $8M
Leadership Team
Suresh Srinivasan M.Tech, MBA
Vice President & Chief Technology Officer
Robert Cerfolio, MD, MBA
Executive vice president COO
Recent News
2026-01-05
News-Medical.Net
2026-01-03
2025-12-31
Company data provided by crunchbase