Business Analyst II (Call Center Forecast & Scheduler)

Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits valuable resources ongoing mentorshipand leadership programs for all types of jobs and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship development and leadership programs
• And more

Work Location: Atlanta GA

Preferred Qualifications

• Experience Forecasting & Planning
  • Analyzing historical call volume average handle time and other key metrics to predict future workload
  • Developing short-term medium-term and long-term forecasts using statistical models
  • Collaborating with operations marketing and sales teams to incorporate business changes into forecasts
  • Providing reports and insights on forecast performance and variance analysis
• Scheduling & Capacity Planning
  • Creating and managing agent schedules to align with forecasted demand
  • Optimizing shift patterns breaks lunches and off-phone activities to maximize efficiency
  • Ensuring compliance with labor laws company policies and agent preferences when scheduling
  • Managing and approve time-off requests shift swaps and other scheduling adjustments
• Real-Time Monitoringing & Intraday Management
  • Monitoring real-time call volume agent availability and service levels to make dynamic adjustments
  • Identifying and respond to unexpected fluctuations in workload
  • Communicate with team leads and supervisors to ensure proper staffing coverage
  • Generate intraday performance reports and provide actionable recommendations
• Technology & Process Improvement
  • Utilizing workforce management software to enhance forecasting and scheduling accuracy
  • Identifying opportunities for automation and process improvements in WFM operations
  • Stay updated on industry trends and workforce optimization strategies
  • Providing recommendations for improving workforce planning efficiency

• In conjunction with departmental customers conducts business analysis of information systems and identifies business objectives requirements and information management needs
• Coordinates planning and implementation of systems related projects
• Assists in the development of technology plans and strategies which support of departmental objectives and the overall organizational mission and objectives
• Works to maintain a high level of client satisfaction with Information Services as provided to assigned clients
• Attends meetings of professional civic and services organizations
• Promotes good public and professional relations
• Contributes to published articles presents public speeches and teaches
• Administers and ensures compliance to departmental policies and procedures in accordance with state federal and organizational guidelines
• Works with manager to formulate plan for professional development
• Attends educational in-services as appropriate
• Participates in professional activities and organizations to maintain knowledge of current trends practices and developments
• Identifies and develops solutions for customers information technology needs
• Monitors and analyzes the delivery of ongoing information services provided to assigned clients
• Serves as a client advocate identifying and facilitating solutions for the clients information technology needs
• Manages systems projects to assure that business objectives and requirements are realized
• Collects organizes and analyzes data and generates and provides accurate and complete reports for management and/or regulatory agencies
• Interprets applicable regulations and establishes filing and auditing procedures to ensure records and files are accurate and in compliance
• Works closely with clients to foster the development and successful implementation of innovative high quality business solutions and ensure a high level of satisfaction with services provided
• Performs other related duties as required

MINIMUM QUALIFICATIONS:

• A bachelors degree
• 3-5 years of experience in planning and applying information technology to one or more business functions
• Combination of education and experience may be considered in lieu of a degree

JOIN OUR TEAM TODAY! Emory Healthcare (EHC) part of Emory University (EUV) is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet designated ambulatory practice. We are made up of 11 hospitals-4 Magnet designated the Emory Clinic and more than 425 provider locations. The Emory Healthcare Network established in 2011 is the largest clinically integrated network in Georgia with more than 3450 physicians concentrating in 70 different subspecialties.

Emory is an equal opportunity employer and qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcares Human Resources at . Please note that one weeks advance notice is preferred.