Workforce Management Analyst, OHMG Access Center, Downtown Orlando

Position Summary Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States.

With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida.

Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida’s east to west coasts and beyond.

Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life.

We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions.

Orlando Health Is Your Best Place to Work is not just something we say, it’s our promise to you. Job Summary This role is responsible for forecasting volume and projecting staffing needs to ensure accurate and adequate support for all patient access center business processes.

The analyst will be expected to accurately project FTE requirements for near-term, long-term, and overall budgeting purposes, while maintaining a forecast-to-actual variance of less than 5%.

Other key responsibilities include identifying trends and behaviors to ensure optimal cost effectiveness and operational efficiency, making recommendations to best achieve KPI metrics for the access center, and producing team member schedules to meet the access center service levels and other goals and objectives.

It is expected that applicants are highly analytical and can quickly turn large sets of data into meaningful analyses. Orlando Health Medical Group Access Center Department Located in Downtown Orlando Responsibilities Develops and maintains a comprehensive forecasting and scheduling model, using workforce management tool to forecast call volume, create staffing requirements and generate work schedules for access center to meet or exceed service level, abandon rate, and other key performance indicators.

Develops staffing models based on call volume, handle time, shrinkage, attrition, upcoming campaigns, and historical trends to ensure daily indicators are within acceptable ranges.

Prepares both daily and long-term staffing requirements and adjusts schedules based on dynamic needs. Studies real-time and historical data to modify forecasting;

strives for continuous improvement in forecasting and staffing. Conducts periodic audits and reviews to confirm the accuracy and integrity of forecasts and schedules.

Leads processes for shift bids, vacation shift bids, shift swapes, time-off requests, and requests for overtime. Maintains a local database to manage employee information, performance trends, and other related data.

Maintains and provides budget-related data, including projected FTE requirements, employee turnover rate, shrinkage rate, abandon rate, call volume, and attrition rate.

Customizes reports and dashboards in Verint, Microsoft Excel, and other systems. Assists the real-time adherence analyst / intraday coordinator to ensure team members are following schedules and meeting service level and abandonment goals.

Assists in the processes of identifying call volume trend changes, conducting attendance management, and intaking PTO requests.

Conducts data analysis and prepares reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors.

Modifies call routing to ensure calls are handled appropriately. Ensures the accuracy and timeliness of segment entry requests and skill changes.

Monitors compliance and upholds the policy and procedures. Collaborates with human resources to identify and address any potential issues with legal and regulatory requirements that relate to time and scheduling, including, but not limited to, wage and hour, Family Medical Leave Act, absenteeism, etc.

Implements initiatives that address specific operating problems and issues to improve workforce utilization and efficiencies in conjunction with operations leadership, human resources, payroll, corporate compliance and information services.

Provides functional and educational support regarding workforce management systems and practices to end users. Maintains workforce management program manual.

Establishes and maintains open and positive working relationships with leadership, team members, and IT support. Identifies system issues, analyzes system needs, and works with IT to solve problems.

Assists with ongoing system testing and maintenance following implementation as directed. Performs all other requests, duties, and projects as assigned.

Maintains compliance with all Orlando Health policies and procedures. Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.

Stays abreast of advancing technology and opportunities with workforce management software. Proactively works with users to explore expanded functionality and process improvements with workforce management. Qualifications Experience

• One year of workforce management experience in a contact center environment required.
• One year of data analytics experience required.
• Prior experience with workforce management tools (e.g. Verint, Calabrio, NICE, Genesys, etc.) strongly preferred.
• Advanced knowledge of Microsoft Excel required.
• Experience with telephony systems such as Cisco, Avaya, and Aspect preferred.
• Experience with IVR design, modification, and testing preferred.
• Experience using Erlang C preferred.
• SQL experience preferred. Skills Holds strong analytical and problem-solving skills. Maintains high energy and a positive attitude.

Thinks quickly and uses appropriate judgment. Demonstrates a personal commitment to promoting high performance. Possesses excellent written and verbal communication skills.

Demonstrates diplomacy and patience while interacting with end users and colleagues.Develops and maintains a comprehensive forecasting and scheduling model, using workforce management tool to forecast call volume, create staffing requirements and generate work schedules for access center to meet or exceed service level, abandon rate, and other key performance indicators.

Develops staffing models based on call volume, handle time, shrinkage, attrition, upcoming campaigns, and historical trends to ensure daily indicators are within acceptable ranges.

Prepares both daily and long-term staffing requirements and adjusts schedules based on dynamic needs. Studies real-time and historical data to modify forecasting;

strives for continuous improvement in forecasting and staffing. Conducts periodic audits and reviews to confirm the accuracy and integrity of forecasts and schedules.

Leads processes for shift bids, vacation shift bids, shift swapes, time-off requests, and requests for overtime. Maintains a local database to manage employee information, performance trends, and other related data.

Maintains and provides budget-related data, including projected FTE requirements, employee turnover rate, shrinkage rate, abandon rate, call volume, and attrition rate.

Customizes reports and dashboards in Verint, Microsoft Excel, and other systems. Assists the real-time adherence analyst / intraday coordinator to ensure team members are following schedules and meeting service level and abandonment goals.

Assists in the processes of identifying call volume trend changes, conducting attendance management, and intaking PTO requests.

Conducts data analysis and prepares reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors.

Modifies call routing to ensure calls are handled appropriately. Ensures the accuracy and timeliness of segment entry requests and skill changes.

Monitors compliance and upholds the policy and procedures. Collaborates with human resources to identify and address any potential issues with legal and regulatory requirements that relate to time and scheduling, including, but not limited to, wage and hour, Family Medical Leave Act, absenteeism, etc.

Implements initiatives that address specific operating problems and issues to improve workforce utilization and efficiencies in conjunction with operations leadership, human resources, payroll, corporate compliance and information services.

Provides functional and educational support regarding workforce management systems and practices to end users. Maintains workforce management program manual.

Establishes and maintains open and positive working relationships with leadership, team members, and IT support. Identifies system issues, analyzes system needs, and works with IT to solve problems.

Assists with ongoing system testing and maintenance following implementation as directed. Performs all other requests, duties, and projects as assigned.

Maintains compliance with all Orlando Health policies and procedures. Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.

Stays abreast of advancing technology and opportunities with workforce management software. Proactively works with users to explore expanded functionality and process improvements with workforce management.Experience

• One year of workforce management experience in a contact center environment required.
• One year of data analytics experience required.
• Prior experience with workforce management tools (e.g. Verint, Calabrio, NICE, Genesys, etc.) strongly preferred.
• Advanced knowledge of Microsoft Excel required.
• Experience with telephony systems such as Cisco, Avaya, and Aspect preferred.
• Experience with IVR design, modification, and testing preferred.
• Experience using Erlang C preferred.
• SQL experience preferred. Skills Holds strong analytical and problem-solving skills. Maintains high energy and a positive attitude.

Thinks quickly and uses appropriate judgment. Demonstrates a personal commitment to promoting high performance. Possesses excellent written and verbal communication skills.

Demonstrates diplomacy and patience while interacting with end users and colleagues.