Workforce Management Analyst

St. Luke's University Health Network•Allentown, PA

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Workforce Management Analyst will play a key role in maintaining and improving the workforce of the Access Center and its capabilities by effectively managing FTE supply to meet the business needs and service standards. This position will provide forecasting, capacity planning, staff scheduling, activity management, adherence, schedule optimization, and real time management of the Access Center. This role serves as a subject matter expert on workforce management tools and platforms and is responsible for the planning and optimization of workforce capacity.

Requirements

High School Diploma required.
Strong communication skills
Focused on compliance
Demonstrates continuous growth
Quality-driven
Service-oriented
Excels at time management
Demonstrated strong analytical skills
Minimum two years of experience in workforce management required.
Competency in Microsoft office software required.
Ability to work from home in accordance with the Network Work from Home Policy if needed.

Nice To Haves

Associate or bachelor’s degree preferred.
Minimum of three or more years of relevant experience working in a contact center preferred.
Previous Calabrio experience preferred.

Responsibilities

Analyzes historical work levels, Access Center arrival patterns and performance to generate forecasts for Access Center operational teams.
Compares forecasts with actual results to identify variances, scheduling gaps and offers solutions to close them.
Plans capacity and identifies changes needed to meet service-standard targets (via hiring, training, attrition).
Leverages workforce management software to effectively plan resources, optimize staffing and shift staffing needs, while planning for variability in volume delivery.
Coordinates implementation of workforce planning capabilities to onboard new functions to the Access Center in collaboration with key stakeholders.
Analyzes Patient Engagement Partner availability, generates schedules, and manages schedule changes (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions,) to ensure that daily service standards are met.
Optimizes staffing on a weekly basis to best meet volume patterns and improve efficiency of operations.
Performs root cause analysis for operational and business review and planning.
Facilitates recurring meetings with Management Engineering, Finance and Leadership teams aligning on volume and headcount forecast.
Other duties as assigned.