Workforce Analyst - Scheduling Team
Columbus, OH Columbus, OH Full-time Full-time $20.
69 - $31.
03 an hour $20.
69 - $31.
03 an hour 4 hours ago 4 hours ago 4 hours ago OSU Physicians, Inc.
At Ohio State University Physicians, our over 60 physician practices embody the spirit of teamwork with passionate care for our patients and each other.
Our teams are diverse in employees, thoughts, and ideas bringing the full spectrum of a collaborative culture to the big picture - TEAMWORK! At OSUP, there are endless possibilities in your career.
Our scheduling team offers a unique opportunity to take ownership of your responsibilities and advance quickly into leadership or patient care roles within the organization.
And the Workforce Real-Time Analyst is one of those opportunities within the Scheduling team that provides the support needed for this dynamic area! In this position, you will analyze call volume, staffing levels, schedule adherence, and call center performance data, by providing real-time, daily, weekly, and monthly reporting to business partners with recommendations on how to manage trends and performance levels, to ensure business needs are being met.
Duties and
Responsibilities:
Monitoring of queues in real time across multiple lines of business comparing forecasted and actual results, re-forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs.
forecasted volume.
Administration of Workforce Management System, which includes creating, monitoring and managing employees work schedule and adherence.
Make recommendations, based on Workforce Management escalation plans, and experience to achieve staffing and company goals to include changing operational guidelines to improve communications and operational efficiency Identify and anticipate issues, including but not limited to system downtime, processes and staffing gaps; react to changing situations with solutions, timelines, and data.
Report, monitor, track, and analyze service level performance, including future projected performance - provide this information to Member Service Center management, including determining overtime needs.
Collaborate with supervisors and leadership to identify when standards are not met, opportunities are available for improvement and trends in data and forecasting are emerging; making recommendations for solutions and escalating as appropriate.
Bachelor's degree or an equivalent combination of education and a minimum of one year of previous experience in forecasting, monitoring and/or analysis of customer contacts.
Working knowledge of Cisco CUIC, or a similar ACD reporting tool.
Experience working with large data sets and databases.
Preferences:
Two years of experience in a fast-paced call center environment.
Strong administrative and technical skills including familiarity with Microsoft Office (Outlook, Word, Excel, PowerPoint), video conferencing and messaging (Teams & Zoom), and telephones What do we offer? Benefits! It's all about choices.
We know that having options and robust benefit plans are important to you.
That's why here at OSU Physicians, we offer our employees a flexible, competitive benefit package.
Full-time benefits start for individuals working a minimum of 30 hours per week, as well as some benefits available to employees working as little as 20 hours a week.
Some of our excellent benefits options and perks include:
Diverse and Affordable Healthcare Choices:
Coverage begins on your First Day of Employment; includes Medical, Dental, Vision and Prescription Drug Programs.
Outpatient clinic settings with day shift hours, Monday through Friday.
Generous Paid Time-Off:
Allowing a true work-life balance starting at 17 days per year and 11 paid holidays.
Competitive compensation and career ladder opportunities Retirement Plan:
Company contribution of 7.
5% to your retirement plan in which you are fully vested from your first day of employment.
Flexible Spending Accounts (Healthcare and Dependent Care).
Paid Parental Leave Program Tuition Reimbursement Program.
Estimated Salary: $20 to $28 per hour based on qualifications.
69 - $31.
03 an hour $20.
69 - $31.
03 an hour 4 hours ago 4 hours ago 4 hours ago OSU Physicians, Inc.
At Ohio State University Physicians, our over 60 physician practices embody the spirit of teamwork with passionate care for our patients and each other.
Our teams are diverse in employees, thoughts, and ideas bringing the full spectrum of a collaborative culture to the big picture - TEAMWORK! At OSUP, there are endless possibilities in your career.
Our scheduling team offers a unique opportunity to take ownership of your responsibilities and advance quickly into leadership or patient care roles within the organization.
And the Workforce Real-Time Analyst is one of those opportunities within the Scheduling team that provides the support needed for this dynamic area! In this position, you will analyze call volume, staffing levels, schedule adherence, and call center performance data, by providing real-time, daily, weekly, and monthly reporting to business partners with recommendations on how to manage trends and performance levels, to ensure business needs are being met.
Duties and
Responsibilities:
Monitoring of queues in real time across multiple lines of business comparing forecasted and actual results, re-forecast interval and daily transaction volumes (inbound, outbound), handle times and other production metrics by group and report on actual vs.
forecasted volume.
Administration of Workforce Management System, which includes creating, monitoring and managing employees work schedule and adherence.
Make recommendations, based on Workforce Management escalation plans, and experience to achieve staffing and company goals to include changing operational guidelines to improve communications and operational efficiency Identify and anticipate issues, including but not limited to system downtime, processes and staffing gaps; react to changing situations with solutions, timelines, and data.
Report, monitor, track, and analyze service level performance, including future projected performance - provide this information to Member Service Center management, including determining overtime needs.
Collaborate with supervisors and leadership to identify when standards are not met, opportunities are available for improvement and trends in data and forecasting are emerging; making recommendations for solutions and escalating as appropriate.
Bachelor's degree or an equivalent combination of education and a minimum of one year of previous experience in forecasting, monitoring and/or analysis of customer contacts.
Working knowledge of Cisco CUIC, or a similar ACD reporting tool.
Experience working with large data sets and databases.
Preferences:
Two years of experience in a fast-paced call center environment.
Strong administrative and technical skills including familiarity with Microsoft Office (Outlook, Word, Excel, PowerPoint), video conferencing and messaging (Teams & Zoom), and telephones What do we offer? Benefits! It's all about choices.
We know that having options and robust benefit plans are important to you.
That's why here at OSU Physicians, we offer our employees a flexible, competitive benefit package.
Full-time benefits start for individuals working a minimum of 30 hours per week, as well as some benefits available to employees working as little as 20 hours a week.
Some of our excellent benefits options and perks include:
Diverse and Affordable Healthcare Choices:
Coverage begins on your First Day of Employment; includes Medical, Dental, Vision and Prescription Drug Programs.
Outpatient clinic settings with day shift hours, Monday through Friday.
Generous Paid Time-Off:
Allowing a true work-life balance starting at 17 days per year and 11 paid holidays.
Competitive compensation and career ladder opportunities Retirement Plan:
Company contribution of 7.
5% to your retirement plan in which you are fully vested from your first day of employment.
Flexible Spending Accounts (Healthcare and Dependent Care).
Paid Parental Leave Program Tuition Reimbursement Program.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
