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Orlando Health · 11 hours ago

Workforce Management Analyst

Orlando, FL

Full-time

Onsite

Entry Level

1+ years exp

Orlando Health is a trusted healthcare organization that delivers professional and compassionate care to its patients, families, and communities. The Workforce Management Analyst is responsible for forecasting volume and projecting staffing needs to ensure adequate support for patient access center processes, while maintaining operational efficiency and achieving key performance indicators.

Health CareHospitalMedicalNon Profit

Responsibilities

Develops and maintains a comprehensive forecasting and scheduling model, using workforce management tool to forecast call volume, create staffing requirements and generate work schedules for access center to meet or exceed service level, abandon rate, and other key performance indicators

Develops staffing models based on call volume, handle time, shrinkage, attrition, upcoming campaigns, and historical trends to ensure daily indicators are within acceptable ranges

Prepares both daily and long-term staffing requirements and adjusts schedules based on dynamic needs

Studies real-time and historical data to modify forecasting; strives for continuous improvement in forecasting and staffing

Conducts periodic audits and reviews to confirm the accuracy and integrity of forecasts and schedules

Leads processes for shift bids, vacation shift bids, shift swapes, time-off requests, and requests for overtime

Maintains a local database to manage employee information, performance trends, and other related data

Maintains and provides budget-related data, including projected FTE requirements, employee turnover rate, shrinkage rate, abandon rate, call volume, and attrition rate

Customizes reports and dashboards in Verint, Microsoft Excel, and other systems

Assists the real-time adherence analyst/intraday coordinator to ensure team members are following schedules and meeting service level and abandonment goals

Assists in the processes of identifying call volume trend changes, conducting attendance management, and intaking PTO requests

Conducts data analysis and prepares reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors

Modifies call routing to ensure calls are handled appropriately

Ensures the accuracy and timeliness of segment entry requests and skill changes

Monitors compliance and upholds the policy and procedures

Collaborates with human resources to identify and address any potential issues with legal and regulatory requirements that relate to time and scheduling, including, but not limited to, wage and hour, Family Medical Leave Act, absenteeism, etc

Implements initiatives that address specific operating problems and issues to improve workforce utilization and efficiencies in conjunction with operations leadership, human resources, payroll, corporate compliance and information services

Provides functional and educational support regarding workforce management systems and practices to end users

Maintains workforce management program manual

Establishes and maintains open and positive working relationships with leadership, team members, and IT support

Identifies system issues, analyzes system needs, and works with IT to solve problems

Assists with ongoing system testing and maintenance following implementation as directed

Performs all other requests, duties, and projects as assigned

Maintains compliance with all Orlando Health policies and procedures

Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards

Stays abreast of advancing technology and opportunities with workforce management software

Proactively works with users to explore expanded functionality and process improvements with workforce management

Qualification

Verint experienceData analyticsWorkforce management toolsAdvanced Microsoft ExcelTelephony systemsAnalytical skillsProblem-solving skillsWritten communicationVerbal communication