Workforce & Reporting Analyst, RS

Thank you for considering a career at Roper St. Francis Healthcare!Summary of PositionWorkforce Management & Reporting Analyst is responsible for our contact center's workforce and reporting by ensuring optimal staffing levels, scheduling, and forecasting. Real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, SMS, and email volume. This individual will analyze call center data, create staffing schedules, and monitor and report key performance indicators. In addition, the analyst will be responsible for driving critical business decisions by analyzing metrics and designing reports. You will generate and interpret reports about contact centers and customer metrics using the tools available. The position will have high visibility to all the operations teams, internal and third-party.Essential Job Functions

​Provides ongoing Call Center operational analysis, planning, and scheduling while identifying and implementing changes as necessary to improve quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.). Identifying and partnering with the management team to implement innovative labor management practices.

Utilizes specialized software tools to manage and determine optimal staffing requirements, staffing counts, and optimal work schedules to meet requirements for service level objectives and forecast staffing levels for multiple call center teams. Work with the Supervisor & Director and senior management to accurately forecast call volumes, analyze historical call volume, project budgetary expenses, determine future costing, and assist with training scheduling and new hire numbers.

Analyzes call center performance history to determine shrinkage, adherence, occupancy goals, and optimum off-production activities. Project staffing requirements to meet service levels by forecasting short- and long-term call volume expectations and required staffing.

Creates, analyzes, and distributes daily, weekly, monthly, quarterly, and annual reports and analyses for required reporting activities. Makes recommendations regarding data accuracy and data collection needs and processes. Develops and implements plans and proactively seeks ways to enhance overall unit reporting needs and abilities.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.Licensing/CertificationNoneEducationHigh school diploma or equivalent (required)Associate, Business Administration (preferred)Bachelors, Business Administration (preferred)Work ExperienceFive years of hands-on call center experience in call center workforce management and reporting with a proven track record of meeting or exceeding performance targets (required)TrainingNoneLanguageNonePatient PopulationNot applicable to this positionWorking ConditionsPeriods of high stress and fluctuating workloads may occur.General office environment.Physical RequirementsPhysical DemandsFrequency 0% 1-33% 34-66% 67-100%Lifting/ Carrying (0-50 lbs.) xLifting/ Carrying (50-100 lbs.) xPush/ Pull (0-50 lbs.) xPush/ Pull (50-100 lbs.) xStoop, Kneel xCrawling xClimbing xBalance xBending xWork PositionFrequency 0% 1-33% 34-66% 67-100%Sitting xWalking xStanding xAdditional Physical Requirements/HazardsPhysical RequirementsNot applicable to this positionHazardsNot applicable to this positionSkillsMust possess the ability to establish and maintain effective working relationships with patients, medical staff, and others.Must be able to plan, control and direct all activities of assigned staff, including delegating workloads, being well organized.Types 40 wpm. Knowledge of medical terminology.Intermediate personal computer skills and comfort with Microsoft Windows operating system; database and word processing software preferred.Strong verbal and written communication skills including good voice quality; able to articulate are required.Demonstrates active listening skills. Good problem-solving skills.Demonstrates ability to handle multiple tasks at the same time.Demonstrates good teamwork. Positive, enthusiastic, helpful personality.Ability to work autonomously and exercise independent judgment.Must be detail-oriented and possess good organizational skills.Must maintain strict confidentiality of patient information.Excellent analytical and problem-solving skills, with a solid ability to work with data and make data-driven decisions.Familiarity with call center metrics, such as service level, occupancy, and average handle time.Roper St. Francis Healthcare is an equal opportunity employer.Many of our opportunities reward your hard work with:

Comprehensive, affordable medical, dental and vision plans

Prescription drug coverage

Flexible spending accounts

Life insurance w/AD&D

Employer contributions to retirement savings plan when eligible

Paid time off

Educational Assistance

And much more

Benefits offerings vary according to employment statusScheduled Weekly Hours:40Work Shift:Days (United States of America)Department:Engagement Center - Roper St Francis HealthcareAll applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@RSFH.com .