Workforce Management Analyst

at  University of Michigan

SUMMARY

Under minimal supervision and working independently, The WFM Analyst will forecast call volumes with a high degree of accuracy: interval, daily, and monthly call volumes, handle times, and service metrics. Ensure schedule integrity by maintaining the accuracy of agent information including multiple status levels: hours available to work. Create, modify, and maintain forecast models that accurately predict call center events given changes in various operating assumptions. Perform various ad hoc analyses; formulate conclusions and present conclusions to management. Utilize WFM tools to determine staff requirements. Collaborate with management and internal customers on the impact on levels of service and analysis for various proposals and future initiatives. Collaborate with the call center leadership team to understand and improve the accuracy of the data provided. Must have very strong writing, and computer skills and the ability to effectively communicate with staff and management teams. Under FLSA, this is an exempt job classification.

REQUIRED QUALIFICATIONS*

• Bachelor?s degree in a related field and 2 years of related experience working in a contact center or an equivalent combination of education and experience.
• Demonstrated ability to facilitate teamwork necessary to leverage day-to-day operations.
• Excellent analytical, interpersonal, professional, and communication skills.
• Must exhibit confidence in the facilitation of meetings, and conflict resolution.
• Must demonstrate excellent written, verbal, active listening, and information technology skills.

DESIRED QUALIFICATIONS*

• Knowledge of the Michigan Medicine policies and procedures.
• Knowledge of Michigan Medicine patient scheduling, referral management, and other scheduling-related workflows and reporting.

Special Skills

• Strong interpersonal skills necessary to effectively communicate and interact within the health system.
• Good oral and written communication skills.
• Strong attention to detail.
• Ability to work on multiple, concurrent projects, perform a variety of tasks.
• Strong analytical, problem-solving, and conceptual skills

Data Analysis

• Provide analytical support for workforce management tools. This includes developing reports of call volume and staffing models using forecasts / trending models within Workforce Optimization (WFO) software.
• Design and publish scheduling templates based on optimal occupancy across the Unified Contact Center.
• Create and publish accurate workforce schedules, maintain correct schedule information to include FMLA, days off/vacations, team meetings, and training.
• Provide feedback to management team regarding agent scheduling concerns. This includes leveraging real-time data, as well as call history to make forecasts and anticipate changes in call volume and demand.
• Serve as a subject matter expert for workforce optimization tool (Verint) and Cisco Finesse Reporting systems.

Reporting

• Prepare ongoing, ad hoc scheduling data for Unified Contact Center management and servicing departments. Design and publish scheduling templates for outpatient ancillary resources across the system.
• Ensure that contact center agents are using the supporting technology correctly and consistently performing audits at period levels.
• Ensure that all reports are accurate and meaningful.
• Present, interpret, and formulate comprehensive recommendations to promote scheduling capacity and utilization.

Special Skills

• Strong interpersonal skills necessary to effectively communicate and interact within the health system.
• Good oral and written communication skills.
• Strong attention to detail.
• Ability to work on multiple, concurrent projects, perform a variety of tasks.
• Strong analytical, problem-solving, and conceptual skills.

Collaboration

• Collaborate with UCC Staff and leadership to support reporting/data needs as it relates to scheduling activities.
• Identify areas of opportunities for staffing requirements and staff schedule adherence.
• Work with the contact center leadership team to assess vacations, training schedules, turnover and absenteeism trends to anticipate and plan adequate staffing.
• Stay informed of industry developments in terms of best practices and technology and forecasting and scheduling strategy.
• Other duties as determined by the Unified Contact Center leadership team.