Analyst, WFM Forecast & Scheduling
Company: Greenway Health
Posted on: January 15, 2019
The WFM Forecast & Scheduling Analyst will have sole accountability for organizational-wide quantitative Demand & Supply production models (resource requirement planning) to provide staffing recommendations necessary to managing operational and budget success, and to articulate, publish and assist in executing qualitative strategies based on model outputs.
Essential Duties & Responsibilities
Forecasts call volumes, shrinkage, off-phone inventories, claims, other workloads as needed using forecasting methodologies, software, and tools invoking applicable forecasting techniques such as time series analysis, event-driven modeling, and quantitative analysis and regression analysis to deliver highly flexible staffing models to leverage both full-time and part-time associates in 24/7/365 environment.
Monitor and measure accuracy of models monthly and take action to improve performance/accuracy
Identify and prioritize data sources critical to forecast accuracy and develop procedures to standardize data delivery and audit data integrity.
Manage quantitative models to provide outputs necessary to meeting operational plans while managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness; consistent with Lean practices and Six Sigma principles.
Optimize schedules to ensure appropriate coverage in multiple states/time zones
Develop effective communications and relationships that allow ongoing collaboration with functional area Directors and support areas to assist in achieving successful goals.
Supports WFM leadership in working closely with financial management team to perform long and short-term capacity planning used to determine staffing requirements.
Provide subject matter expertise in support of business operations by applying sophisticated institutional or discipline-specific knowledge. Construct effective business case presentations in a professional manner using unique technical programs requiring specialized training not commonly found within the Enterprise.
Develops and implements new workforce optimizing programs. Performs M&E and maintains records to determine programs' effectiveness.
Bachelor's Degree in a quantitative field (engineering, economics, math, statistics, accounting, Finance, Data Science, Computer Science, Information Systems) or degree in a related field (i.e., Business Management, Supply Chain) or relevant experience
2+ years of experience working with various call center data sources (IVR, ACD, and WFM). 3 years a plus
1+ years of Advanced level business analysis and/or Demand forecasting experience, ideally in a call center environment with working knowledge of demand planning and statistical software such as Genesys, IEX, Aspect, MIS, SAS, SPSS, SRSS, etc.2 years a plus
Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization preferred
Ability to create presentation materials including software, charts and graphs and communicate to groups
Thrives in a fast-paced, multi-tasked, high-energy environment with unrelenting passion for excellent customer service.
Highly organized with great time management skills; able to effectively re-prioritize in order to support the business; act with a sense of urgency
Knowledge of quantitative and qualitative analysis techniques used to produce staffing models.
Advanced PC skills, including experience using Microsoft products (i.e., Word, Excel, PowerPoint, Visio and Access a plus).
Work Environment/Physical Demands
While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
This role requires that one can sit and regularly type on a key board for the majority of their work day
This position requires the ability to observe a computer screen for long periods of time to observe their own and others' work, as well as, in-coming and out-going communications via the computer and/or mobile devices
The role necessitates the ability to listen and speak clearly to customers and other associates
The work environment is an open room with other associates and noise from others will be part of the regular work day
Must be willing to travel
Keywords: Greenway Health, Tampa , Analyst, WFM Forecast & Scheduling, Accounting, Auditing , Tampa, Florida
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