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Emory Healthcare · 3 hours ago

Business Analyst II (Call Center Forecast & Scheduler)

Atlanta, GA, US

Full-time

Onsite

Mid Level

$35.46/hr - $44.05/hr

3+ years exp

Emory Healthcare is the most comprehensive academic health system in Georgia, and they are seeking a Business Analyst II to support workforce management through forecasting and scheduling. The role involves analyzing call volume data, managing agent schedules, and improving processes using workforce management software.

Health CareMedical

H1B Sponsor Likely

Responsibilities

Analyzing historical call volume, average handle time, and other key metrics to predict future workload

Developing short-term, medium-term, and long-term forecasts using statistical models

Collaborating with operations, marketing, and sales teams to incorporate business changes into forecasts

Providing reports and insights on forecast performance and variance analysis

Creating and managing agent schedules to align with forecasted demand

Optimizing shift patterns, breaks, lunches, and off-phone activities to maximize efficiency

Ensuring compliance with labor laws, company policies, and agent preferences when scheduling

Managing and approve time-off requests, shift swaps, and other scheduling adjustments

Monitoring real-time call volume, agent availability, and service levels to make dynamic adjustments

Identifying and respond to unexpected fluctuations in workload

Communicate with team leads and supervisors to ensure proper staffing coverage

Generate intraday performance reports and provide actionable recommendations

Utilizing workforce management software to enhance forecasting and scheduling accuracy

Identifying opportunities for automation and process improvements in WFM operations

Stay updated on industry trends and workforce optimization strategies

Providing recommendations for improving workforce planning efficiency

In conjunction with departmental customers, conducts business analysis of information systems and identifies business objectives, requirements and information management needs

Coordinates planning and implementation of systems related projects

Assists in the development of technology plans and strategies which support of departmental objectives and the overall organizational mission and objectives

Works to maintain a high level of client satisfaction with Information Services as provided to assigned clients

Attends meetings of professional, civic and services organizations

Promotes good public and professional relations

Contributes to published articles, presents public speeches, and teaches

Administers and ensures compliance to departmental policies and procedures in accordance with state, federal, and organizational guidelines

Works with manager to formulate plan for professional development

Attends educational in-services as appropriate

Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments

Identifies and develops solutions for customers' information technology needs

Monitors and analyzes the delivery of ongoing information services provided to assigned clients

Serves as a client advocate identifying and facilitating solutions for the clients' information technology needs

Manages systems projects to assure that business objectives and requirements are realized

Collects, organizes, and analyzes data and generates and provides accurate and complete reports for management and/or regulatory agencies

Interprets applicable regulations and establishes filing and auditing procedures to ensure records and files are accurate and in compliance

Works closely with clients to foster the development and successful implementation of innovative, high quality business solutions and ensure a high level of satisfaction with services provided

Performs other related duties as required

Qualification

Forecasting & PlanningScheduling & Capacity PlanningReal-Time MonitoringWorkforce Management SoftwareData AnalysisProcess ImprovementClient AdvocacyCommunicationTeam Collaboration

Required

A bachelor's degree

3-5 years of experience in planning and applying information technology to one or more business functions

Combination of education and experience may be considered in lieu of a degree

Preferred

Experience Forecasting & Planning