About this role
Job Summary and Responsibilities
As our Contact Center Workforce Management Specialist, you will be pivotal in optimizing our contact center operations by strategically balancing staffing levels with forecasted customer demand, ensuring exceptional service delivery and operational efficiency.
Every day you will analyze historical data, develop accurate forecasts for call, chat, and email volume, create agent schedules, and monitor real-time adherence to ensure service level agreements are met.
To be successful in this role, you must possess strong analytical and forecasting skills, a meticulous attention to detail, and a deep understanding of contact center dynamics and key performance indicators.
- Support capacity planning of assigned medical group, and provide recommendations, to management for long range strategic planning.
- Monitor real-time ACD data to ensure agent adherence and communicate call allocation requirements.
- Maintain detailed records of call statistics, skills statistics, and call distributions to optimize forecasting accuracy, as well as to ensure appropriate staffing
- Partner with others in the organization to create and maintain processes that will aid in the identification ofperformance gaps and/or training opportunities.
- Ensure regular and consistent communication on workforce management related topics to assigned business stakeholders.
- Define and establish workforce management strategy and processes to optimize contact center staff operations.Identify the tools and technologies that are applicable to the workforce
Job Requirements
Required
- Bachelors in Computer Science, Mathematics, Information Systems, Business Administration, or
- Experience in workforce managementplanning, predictive modeling, businessand data analysis in a contact center of at least 200 agents.
- A related field or an equivalent combination of education and experience.
- Experience in workforce managementplanning, predictive modeling, businessand data analysis in a contact center of at least 200 agents.
Preferred
- Experience administrating a cloud workforce management platform in an Omni-channel contact center of at least 100 agents
- Certified Workforce Planning Professional
- Lean Six Sigma or other process improvement methodology
Where You’ll Work
Hello Humankindness: Join a Legacy of Healing at Saint Joseph’s Hospital and Medical Center (SJHMC)
Ready to make a real difference? Join SJHMC in Phoenix AZ., a 571-bed nonprofit founded by the Sisters of Mercy over 125 years ago. We're more than a hospital; we're a global destination for life-changing care, embracing patients with humankindness.
Here, your calling will flourish. We're not just a workplace; we're a community dedicated to a mission of service.
Leaders in Specialized Care:
- Barrow Neurological Institute (BNI): A world-renowned center for groundbreaking neurological research and innovative treatments.
- Norton Thoracic Institute (NTI): A national leader in advanced thoracic care with pioneering surgical techniques.
- Level I Trauma Center: One of Arizona's busiest ERs, providing immediate, comprehensive care for critically injured patients 24/7.
Why SJHMC?
- Culture of Excellence & Well-being: We care for our people, fostering professional and personal growth.
- Community & Collaboration: Be part of a network committed to global health and well-being.
- Join a Legacy, Shape a Future: Over 20% of our patients travel internationally for our specialized care.
This is an invitation to join a family of dedicated professionals at the forefront of medical innovation, united by the power of humankindness.