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Endeavor Health · 12 hours ago

Workforce Optimization Analyst- Skokie, IL

Skokie, IL

Full-time

Onsite

Entry, Mid Level

$24.86/hr - $37.29/hr

2+ years exp

Endeavor Health is seeking a Workforce Optimization Analyst to ensure efficient call center operations. This role involves optimizing staff scheduling, forecasting call volumes, and analyzing performance data to enhance customer experience and operational efficiency.

CommunitiesHealth CareMedicalTherapeutics

Responsibilities

Forecast Call Volumes and Staffing Needs. Analyze historical data and trends to forecast future call volumes, handling times, and customer demand across various shifts and channels. Develop long-term and short-term staffing forecasts to ensure adequate coverage, taking into account factors such as seasonality, marketing campaigns, and special events

Develop and Maintain Staffing Models. Create dynamic staffing models that account for varying workloads, agent availability, and service level agreements (SLAs). Adjust staffing forecasts as needed to account for changes in business operations or unplanned events such as outages or system upgrades

Generate Real-Time and Intraday Adjustments. Monitor real-time call volumes and agent activity to make immediate adjustments to schedules as needed, ensuring optimal staffing levels and service performance throughout the day. Recommend overtime or additional shifts when there are unplanned spikes in call volumes or customer demand

Create and Maintain Agent Schedules. Design and implement agent schedules that balance business needs with agent preferences and contractual obligations (e.g., full-time vs. part-time, shift rotations, breaks, and time off)

Ensure that schedules optimize coverage during peak hours while minimizing underutilization during quieter periods

Monitor and Adjust Schedule Adherence. Track agent adherence to assigned schedules, including log-in and log-out times, breaks, and shift start/end times. Work with supervisors and agents to correct adherence issues and improve time management

Administer Time-Off Requests and Shift Swaps. Manage and process time-off requests, shift changes, and schedule adjustments in a way that minimizes disruptions to service levels. Ensure that time-off policies are followed and that any approved requests are accounted for in staffing forecasts

Analyze Workforce and Operational Performance Data. Review performance metrics such as service level, average handle time (AHT), occupancy rates, and customer satisfaction (CSAT) to identify opportunities for operational improvement. Conduct trend analysis to understand the impact of workforce management decisions on call center performance and resource utilization

Generate Workforce Performance Reports. Prepare detailed reports that summarize call center performance metrics, including staffing efficiency, productivity, service levels, and KPI compliance

Present workforce-related insights and recommendations to management and operational teams to inform strategic decision-making

Monitor Key Performance Indicators (KPIs). Track and monitor KPIs such as first-call resolution (FCR), average speed of answer (ASA), and adherence to service level agreements. Analyze gaps between forecasted and actual performance, recommending corrective actions to optimize workforce utilization

Utilize Workforce Management (WFM) Tools. Leverage WFM software to automate forecasting, scheduling, and real-time workforce adjustments. Ensure data accuracy and system integrity by regularly updating agent profiles, historical call data, and forecast parameters within the WFM tool

Implement Automation and Efficiency Solutions. Explore and implement new technologies and processes that enhance workforce optimization and improve efficiency in managing agent resources. Collaborate with IT and software vendors to troubleshoot issues and optimize system performance

Provide WFM System Training and Support. Train supervisors and team leads on WFM tools, dashboards, and reporting functionalities to ensure smooth adoption and utilization of these systems. Provide ongoing support and troubleshooting assistance for workforce management software and tools

Perform other duties as assigned

Qualification

Workforce Management ToolsCall Center OperationsData AnalysisStaffing ModelsPerformance MonitoringCommunication SkillsProblem Solving

Required

2 Years Call Center Workforce Management experience required

Experience in contact center workforce management and analysis programs

Exceptional written and verbal communication skills

A strong understanding of the contact center environment and the role workforce management plays in the attraction, retention, and performance of high-quality employee talent