1. Develops short- and long-term schedules that effectively deliver staffing patterns that consistently achieve service level commitments. 2. Manages intraday staffing levels to ensure favorable service levels. 3. Tracks, analyzes, and reports CARE Center agent performance, utilizing reporting tools in real time. 4. Utilize information received through call analytics to help inform contact center managers and supervisor about the nature and volume of calls received on a daily/weekly/monthly/seasonal basis. 5. Identify opportunities for call time improvements, optimal staffing utilization, training or process changes and communicates those to management. Track any recommendations to ensure that anticipated results are achieved. 6. Ongoing management and oversight of time off request process for optimal efficiency. Ensures activities are planned without impacting SLAs. This includes vacations, trainings, and meetings. Reviews and processes schedule change requests. 7. Work with supervisors to assess vacations, training schedules, turnover and absenteeism trends to anticipate and plan adequate staffing 8. Monitors real-time agent adherence, altering assignments to positively impact service levels. 9. Leads weekly staffing review meetings detailing previous and current week's performance and forecasted performance of upcoming week, while also identifying risks. 10. Responsible for the onboarding of new hires into scheduling system. 11. Understand and support improvement of key metrics associated with CARE Center quality. 12. Provide ad hoc reports as requested in an actionable format. 13. Attend and actively participate in staff meetings and trainings. 14. May perform other duties as assigned.
Preferred Education: Healthcare experience strongly preferred. Experience with staffing models and call/contact center technology. Demonstrated experience and success in WFM or operations-oriented projects in Call Centers. Demonstrated experience managing routine scheduling in multi-channel global contact center environments including phone, email and chat.
Preferred Education, Experience and Skills: Healthcare experience strongly preferred. Experience with staffing models and call/contact center technology. Demonstrated experience and success in WFM or operations-oriented projects in Call Centers. Demonstrated experience managing routine scheduling in multi-channel global contact center environments including phone, email and chat.
Required Skill/ability 5: Knowledge of telecom systems and routing.
Posting Position Title: Workforce Management Analyst
Required Skill/ability 3: Exceptional listening, communication and analytical skills. Highly committed to superior customer service.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Workforce Management Analyst, YM CARE Center
Required Skill/ability 1: Advanced skills using Microsoft Office (Word, Excel, PowerPoint) in a business environment.
Required Skill/ability 4: Excellent verbal, written, professional communication skills.
Required Skill/ability 2: Strong mathematical, analytical, organizational, multi-tasking and time management skills.
Bachelor's Degree in business, finance, statistics, or another related field and minimum two years of experience in a call center (or related field) or an equivalent combination of education and experience.
Internal Number: 57806BR
About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.