Job Summary :

The Workforce Analyst is responsible for analyzing call center operational performance utilizing workforce management models, tools, and systems to ensure optimum scheduling, forecasting, intra-day and real time monitoring, and reporting. Coordinate with call center leadership to ensure staffing is maximized. Contribute to consistently achieving service level goals by efficient headcount management. Administer workforce management system including, but not limited to, assuring data integrity, updating the data bases supported.

Position Shift : Exempt. Operational hours are 7:00am-7:00pm, 7 days per week. On Call rotation required.

Department Summary:

The Patient Access Center is dedicated to servicing all patients and families connected to Vanderbilt Health by providing excellent customer

View how Vanderbilt Health employees celebrate the difference they make every day:

View how Vanderbilt Health employees celebrate the difference they make every day:

Discover Vanderbilt University Medical Center:

Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded and your abilities challenged. It is a place where your diversity -- of culture, thinking, learning and leading -- is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.

VUMC Recent Accomplishments

Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments:

* US News & World Report: #1 Adult Hospital in Tennessee and metropolitan Nashville, named to the Best Hospitals Honor Roll of the top 20 adult hospitals, 10 nationally ranked adult specialty programs, with 3 specialties rated in the top 10 nationally, Monroe Carell Jr. Children's Hospital at Vanderbilt named as one of the Best Children's Hospital in the nation, with 10 out of 10 pediatric specialties nationally ranked.

* Healthcare's Most Wired: Among the nation's 100 "most-wired" hospitals and health systems for its efforts in innovative medical technology.

* Becker's Hospital Review: named as one of the "100 Great Hospitals in America", in the roster of 100 Hospitals and Health Systems with Great Oncology Programs and to its list of the 100 Hospitals with Great Heart Programs.

* The Leapfrog Group: One of only 10 children's hospitals in the to be named at Leapfrog Top Hospital.

* American Association for the Advancement of Science: The School of Medicine has 112 elected fellows

* Magnet Recognition Program: Received our third consecutive Magnet designations.

* National Academy of Medicine: 22 members, elected by their peers in recognition of outstanding achievement

* Human Rights Campaign Healthcare Equality Index: 6 ^th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.

Key Responsibilities:

• Deliver proactive gathering, development, and analysis of operational forecasts to produce effective projections of inputs and capacity requirements.
• Analysis of inputs and recommendation of trends or variances to plan to ensure accurate planning of all input variables affecting the forecast and staff planning.
• Identify volume trends and incorporate into planning for FTE forecasts.
• Drive Seasonal, holiday, and pattern demand accuracy.
• Analysis and support of change management and projects in a timely and accurate manner.
• Analysis and recommendations for staffing group effectiveness that drive efficiency balance with quality.
• Support accurate outsourcing, site allocations to support outsource vendor, and lock commitments in a timely and accurate manner.
• Skill call center agents in real time to meet pillar and operational goals.
• Drive improvements to maximize statistical confidence and operational accuracy, Support flexibility and effectiveness of staffing models.
• Maintain forecasting, staff group and skilling information to effectively support scheduling and WFM processes.
• Maintain data integrity to assure input/output accuracy in databases included but not limited to: WFM, and ACD Systems.
• Provide business analytics and data gathering to support detailed modeling of Capacity Planning and metrics for statistical confidence in projections.
• Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
• Interface with call center leaders to understand the fast changing business needs and planning risk effectively to ensure effective capacity to demands.
• Effectively communicate with peers and support the business to ensure high quality and timely completion of work requests.
• Update workforce management and other data requirements as needed.
• Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities, while working in a team-oriented environment focused on covering colleagues and sharing workload responsibilities.

Key Competencies:

• Able to work in a remote environment while performing required duties and remaining patient focused
• Ability to independently lead, plan, contribute and manage projects to support program maturation and effectiveness.
• Strong technical ability in computer systems, specifically MS Office Suite including advanced Excel skills.
• Strong initiative, strategic thinker, dynamic learner, highly collaborative, self-starter, results oriented.
• Proactive problem solver.
• Excellent verbal, written, professional communication skills.
• Promote, advocate, and affect change.

Position Qualifications:

• High School Diploma/GED required.

• College degree preferred, or equivalent combination of education and directly related experience.
• 2+ years of experience in workforce management software and contact center platforms (Calabrio, Verint - Impact 360, Teleopti, Community, Shoretel, or similar platforms).
• Ability to work with data management protocols.
• Strong analytical and organization skills, including trend analysis.
• Ability to plan, prioritize and organize effectively / detail-oriented.
• Proficient in Microsoft Office (Excel), as well as other related applications.
• Demonstrate flexibility to adapt quickly to departmental changes and conditions.
• Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.

• Additional Qualification Information:
  
  
  
  Physical Requirements/Strengths needed & Physical Demands:
  
  
  
  Movement
  
  
  
  Sensory
  
  
  
  Environmental Conditions
  • * 3+ experience working workforce management systems such as eWFM, IEX, or Calabrio strongly desired.* Ability to work in oracale, SQL, and other data management protocols.
  • Sedentary category requiring exertion up to 10 lbs. of force occasionally and uses negligible amounts of force to move objects. Sedentary work involves sitting most of the time.
  • Occasional: Standing: Remaining on one's feet without moving.
  • Occasional: Walking: Moving about on foot.
  • Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
  • Occasional: Lifting over 35 lbs: Raising and lowering objects from one level to another, includes upward pulling over 35 lbs, with help of coworkers or assistive device
  • Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
  • Occasional: Carrying over 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
  • Occasional: Push/Pull: Exerting force to move objects away from or toward.
  • Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles
  • Occasional: Balancing: Maintaining body equilibrium to prevent falling when walking, standing, crouching or maneuvering self, patient and equipment simultaneously while working in large and small spaces
  • Occasional: Climbing: Ascending or descending stairs/ramps using feet and legs and/or hands and arms.
  • Occasional: Crawling:Moving about on hands and knees or hands and feet.
  • Occasional: Kneeling:Bending legs at knees to come to rest on knee or knees.
  • Occasional: Crouching/Squatting: Bending body downward and forward by bending legs and spine.Reaching above shoulders: Extending arms in any direction above shoulders.
  • Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.
  • Occasional: Reaching below shoulders: Extending arms in any direction below shoulders.
  • Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.
  • Occasional: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.
  • Continuous: Sitting: Remaining in seated position
  • Continuous: Bimanual Dexterity: Requiring the use of both hands.
  • Occasional: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information
  • Occasional: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.
  • Continuous: Communication: Expressing or exchanging written/verbal/electronic information.