Workforce Management Analyst

Somerville, NJ - USA

Monthly Salary: $ 52000 - 74401

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. The Workforce Management Analyst under the guidance of and in collaboration with the department Manager is responsible for key functions of ACC workforce planning.
The Workforce Management Analyst is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.

- Compare actual call volume and AHT data to forecast figures to ensure that appropriate staffing standards are created and maintain.
- Analyze trends such as call volume AHT and attendance to plan for over staffing or under staffing conditions.
- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
- Produces staffing forecasts on a daily weekly monthly and annual basis for operations.
- Generates and evaluates agent staffing schedules and ensures data updates into scheduling system.
- Generates short and long-term staffing models including what if scenarios based on service level goals. AHT etc. and provide recommendations based on analysis.
- Compares results to forecast and identify opportunities for improvement.
- Prepares staffing data to support annual contact center budget process

Qualifications

Required Education

Bachelors Degree Analytics required or Bachelors Degree Related Field of Study required.

Direct Experience Required

Professional experience in workforce management operations analysis or similar roles

Background in industries with complex staffing needs (e.g. contact centers healthcare retail logistics)

Experience using workforce management software and tools (e.g. Calabrio One Data Explorer Cisco Unified Intelligence Center Cisco Finesse)

Track record of forecasting scheduling and capacity planning

Technical Skills

Proficiency with data analysis tools (e.g. Microsoft Excel Tableau Power BI)

Advanced Excel skills (pivot tables formulas macros)

Understanding of workforce management systems and reporting

Familiarity with performance metrics KPIs and reporting dashboards

Analytical and Problem-Solving Abilities

Strong analytical thinking and quantitative skills

Ability to interpret data trends and provide actionable insights

Experience in identifying process improvements and operational efficiencies

Problem-solving skills relevant to workforce optimization

Communication and Interpersonal Skills

Clear and effective verbal and written communication

Ability to present complex data to non-technical audiences

Experience collaborating with cross-functional teams (HR operations finance leadership)

Strong stakeholder management and customer service orientation

Additional Attributes

Attention to detail and organizational skills

Ability to work under pressure and meet deadlines

Adaptability to changing business needs and environments

Demonstrated initiative and continuous learning

Additional Job Details (if applicable)

M-F Eastern Business hours ranging from 7:00 AM-5:30 PM EST
Quiet secure stable compliant work station required

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$52000.00 - $74401.60/Annual

Grade

At Mass General Brigham we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive and any offer extended will take into account your skills relevant experience if applicable education certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however it does not encompass all elements contributing to your total compensation addition to competitive base pay we offer comprehensive benefits career advancement opportunities differentials premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religious creed national origin sex age gender identity disability sexual orientation military service genetic information and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework

At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.

Required Experience:

Site: Mass General Brigham IncorporatedMass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striv...