Bachelor's degree in a relevant field from an accredited institution.
3 years of experience in customer service or call center operations.
Familiarity with Workforce Optimization platforms like NICE, Verint, or Aspect.
Experience in capacity planning and workforce management analysis.
Proficient in Excel, PowerPoint, and Word for reporting and presentations.
Responsibilities
Assist Manager with system administration tasks including agent profile and time off management.
Monitor service performance and forecast accuracy, taking action on abnormal volumes.
Generate and publish schedules while adjusting forecasts in Workforce Management (WFM).
Analyze contact volume trends by brand, type, and seasonality.
Collaborate with departments to enhance workforce utilization efficiencies.
Manage schedule adherence and staffing levels, coordinating with supervisors as needed.
Create and administer training on workforce management policies and procedures.
Benefits
Opportunity to work in a dynamic healthcare environment.
Engagement in workforce-related projects and initiatives.
Collaboration with various departments to improve operational efficiency.
Access to training and development resources for career growth.
Full Job Description
A Brief Overview Assist in workforce planning activities including production of reports and monitoring/adjusting staffing assignments based on call volume forecasting and real-time analysis, customer requirements and service levels. Monitors company/unit policies and procedures.
Locations Stanford Health Care
What you will do
Assist Manager with System Administration, including but not limited to:
Agent Profile Administration;
Time Off;
Skills/Queues;
Upgrade Implementation;
Ticket/Issue/Maintenance management;
Check Service performance and forecast accuracy at regular intervals during the day, and take necessary action to address abnormal volumes/contacts;
Monitor systems to make sure services are up and running 2x/day.
Report Production:
Generate & publish schedules;
Adjust Forecast in WFM;
Assist Manager with analysis of short term and long term forecast;
As needed, create, store and report historical statistics;
Keep record of any special events or conditions that may have affected the contact levels;
Analyze contact volume for trends by brand, contact type, seasonality, promotions, etc.;
Collaborate with other departments, contact center staff and to identify opportunities for greater efficiencies regarding workforce utilization.
Monitor & Adjust Schedules:
Monitor Schedule adherence, managing staffing levels in coordination with supervisors when staffing levels are too far above or below acceptable thresholds;
As necessary, request overtime, VTO, etc.;
Receive and reply to schedule change requests and time off requests.
Training:
Create and administer training regarding workforce manage policies and procedures;
Work with Training Dept. to schedule training times for refreshers;
Coordinate Cross-training, new hire training with Operations and Training Team.
Project Work:
Participate in workforce related projects;
May provide guidance and oversee work of Workforce Leads.
Education Qualifications
Bachelor's degree in a work related field/discipline from an accredited college or university required.
Experience Qualifications
Three (3) years of progressively responsible customer service responsibility, call center background or system reporting experience preferred
Working knowledge of Workforce Optimization platforms such as NICE, Verint and Aspect preferred
Experience in capacity planning, utilization and workforce management analysis preferred
Required Knowledge, Skills and Abilities
Familiarity with call center technologies and ability to run and analyze system reports
Knowledge of Excel, PowerPoint, Word and ability to write/present reports and presentations
Ability to apply data findings to operational processes
Ability to problem-solve in a fast-paced environment
Strong customer orientation
Licenses and Certifications
None .
Base Pay Scale: Generally starting at $42.93 - $55.82 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.
