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Workforce Management Analyst

at Yale University

Posted: 10/6/2019
Job Reference #: 1394425
Keywords: supervisor

Job Description

STARS Requisition number

Posting Position Title
Workforce Management Analyst, YM CARE Center

Essential Duties
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.

Required Education and Experience
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.

Dept/Section URL
Click here for more information

Duration Type

Work Week
Standard (M-F equal number of hours per day)

University Job Title
Workforce Management Analyst

Worksite Address
150 Munson Street
New Haven, CT 06511

Work Location
Central Campus

Drug Screen

Health Screening

Original Posting Date

Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.

Searchable Job Family
Administration, Clinical

Total # of hours to be worked:

Position Focus:
Under the direction of the Quality/Training Manager this position will analyze information (contact center trends and volume or issue patterns) as well as developing models, forecasts and recommendations to anticipate future contact center demand. The analyst will also monitor the daily volume of inbound calls and distribute resources to achieve the optimal utilization and balance of resources within the CARE Center environment.

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.

Posting Disclaimer
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

Affirmative Action Statement:
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: ocr.boston@ed.gov.

Compensation Grade
Administration & Operations

Compensation Grade Profile
Supervisor; Senior Associate (24)

Bargaining Unit
None - Not included in the union (Yale Union Group)

Supervisory Organization
Clinical Affairs - YMA CARE Center

Time Type
Full time

Required Skill/Ability 1:
Advanced skills using Microsoft Office (Word, Excel, PowerPoint) in a business environment.

Required Skill/Ability 2:
Strong mathematical, analytical, organizational, multi-tasking and time management skills.

Required Skill/Ability 3:
Exceptional listening, communication and analytical skills. Highly committed to superior customer service.

Required Skill/Ability 4:
Excellent verbal, written, professional communication skills.

Required Skill/Ability 5:
Knowledge of telecom systems and routing.

Yale University is a tobacco-free campus