Forecasting & Scheduling Workforce Analyst – Orlando, FL 32804


Forecasting & Scheduling Workforce Analyst | AdventHealth Corporate

Location Address: 602 Courtland St, Orlando, FL 32804

Top Reasons to Work at AdventHealth Corporate

Great benefits

Immediate Health Insurance Coverage

Career growth and advancement potential

Work Hours/Shift:
Full-Time, Monday â“ Friday

You Will Be Responsible For:
Apply critical thinking skills and use decisive judgment to take appropriate actions with minimal supervision, as needed

Exhibit ability to work in a fast-paced environment

Develop and maintain comprehensive forecasting and scheduling models

Use workforce management tools to forecast volumes, create staffing requirements, and generate work schedules for contact centers that meet or exceed service level, abandonment rate, and other key performance indicators

Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs of CxC

Study real-time and historical data to modify forecasting; strive for continuous improvement in forecasting and staffing

Lead and manage processes for shift bids, vacation shift bids, time-off requests, and requests for overtime

Maintain a local database to manage employee information, performance trends, and other related data

Maintain and provide budget-related data, including projected FTE requirements, employee turnover rate, shrinkage rate, abandonment rate, call volume, and attrition rate

Ensure the accuracy and timeliness of segment entry requests and skill changes

Utilize and maintain available reporting systems; produce routine and non-routine reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors

Assist the Real-Time Workforce Analyst to ensure associates are following schedules and meeting service level and abandonment goals

Serve as a backup for the Workforce Supervisor, as necessary

Utilize critical thinking skills to offer prompt and efficient assistance to CxC leadership regarding staffing projections and reporting

Actively work with other CxC staff and leaders to achieve established performance metric standards

Perform other duties as assigned by the Supervisor or other CxC leaders


What You Will Need:
Education and Experience Required:
High school diploma or equivalent

Minimum three years prior experience with workforce management process and applications (e.g. ASPECT, Genesys, inContact, Verint)

Advanced MS Excel experience

Education and Experience Preferred:
Bachelorâ™s degree

Experience with telephony systems or complex forecasting modeling

Experience using Erlang C

Knowledge and Skills Required:
Ability to articulate the mission of AH and the CxC

Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals

Demonstrated interpersonal, customer relations, and communication skills

Ability to lead or facilitate training and education

Personal integrity and an ability to work under stress

Strong organizational and coordination skills

Strong attention to detail and ability to take initiative to resolve immediate or urgent problems

Effective communicator in English, both orally and in writing

Typing skills of at least 45 words per minute

Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment

Demonstrates regular, consistent and punctual attendance

Proficiency in Microsoft Suite programs and Adobe

Technological aptitude to master additional programs, technologies, and databases

Job Summary:
The Consumer Experience Center (CxC) Forecasting & Scheduling Workforce Analyst is responsible for forecasting volume and projecting staffing needs to adequately support all services within a rapidly growing centralized environment. Major responsibilities of this position include accurately projecting FTE requirements for near-term, long-term, and overall budgeting purposes; additional key responsibilities include identifying trends and behaviors to ensure optimal cost effectiveness and operational efficiency and producing associate schedules to meet established CxC service levels, KPIs, goals, and objectives. The Forecasting & Scheduling Workforce Analyst is also responsible for researching causes for underperformance, identifying areas of improvement within the workforce management strategy, and adjusting associate schedules to meet CxC service standards. The analysis performed by this individual is substantially complex and requires a high degree of analytical skills, independent decision making, and organization to turn large sets of data into meaningful analyses. This role is expected to collaborate with other team members and leaders to ensure staffing levels support each serviceâ™s quality and performance goals. The Analyst reports to the department Supervisor and maintains a working knowledge of all technology systems and databases required to perform this function.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Internal Number: 20027764


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