Workforce Management Forecasting and Staffing Analyst
Heredia, Heredia, Costa Rica
hace 1 día

The Position

Workforce Management Forecasting and Staffing Analyst

What We Need

We are looking for a Workforce Management Forecasting and Staffing Analyst who will design and create various statistics models for staffing and analysis.

You will develop labor schedules to meet coverage in different company areas, contact volumes and service levels. This role assists in creating schedules / scheduling scenarios utilizing workforce management technology.

Your Area of Focus

  • Utilize specialized software tools to manage and forecast staffing levels
  • Forecast workload, call volumes, analyze historical workload / call volume; and assist with training and new hire numbers
  • Analyze workload / contacts performance history to determine optimum off production activities as well as shrinkage and occupancy goals
  • Provide ongoing operational analysis of operations, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.)
  • Balance multiple priorities
  • Identify what resources are required to implement parts of different department projects
  • Effectively use project plans to focus work and ensure deadlines are met
  • Prepares Time Utilization, Adherence, and weekly scheduling reports
  • Interacts with various levels of management and stakeholders to provide decision support and complete various scheduling-related projects
  • Analyzes workload trends and alerts Management of any needed staffing updates
  • Responsible for daily, weekly and monthly WFM Analyst reports visibility
  • Your Professional Qualifications

  • Knowledge in the use of Statistical and Analytical Models
  • Knowledge in Industrial Engineering
  • Strong Functional analytical skills (budgeting, costing, etc.)
  • Knowledge of Call Center management best practices
  • Process analytical skills in a multi-skilled business environment
  • Ability to create well organized, accurate, and concise material and work documentation for organizational use
  • Strong knowledge of Microsoft applications including Outlook, Word, PowerPoint, Excel
  • Strong knowledge of workforce management tools (Aspect, Nice InContact) and the ability to maintain them
  • Ability to work as part of a team
  • Ability to work independently
  • Ability to work in a fast paced environment with changing priorities
  • Organizational skills
  • Ability to multi-task
  • Our Values

  • Passionate - Be Passionately Driven : We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare.
  • We hold ourselves to the highest standards. And we work with urgency because what we do matters.

  • Customer-Focused - Dedicated to Customer Success : Helping our customers succeed directs every action we take. We’re committed to helping their practices run smoother so their patients can thrive.
  • We are solution-oriented and aligned with their needs.

  • Collaborative - Together We’re Better : Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
  • Growing - Constant Growth : We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry.
  • We are creative problem solvers that believe in making things better.

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