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Summary of Primary Function/General Purpose of Position
The Workforce Analyst is responsible for monitoring and reporting staff schedule adherence in real-time using real-time adherence software and Automatic Call Distributor (ACD) real-time displays. Analysts work closely with Operations, identifying and reporting non-adherent events in order to redirect applicable staff. Analyst will monitor staff behaviors in real-time related to call metrics and threshold variance in order to promote optimal service. Analysts actively monitor real-time statistics across various services and measures to ensure standards and service level agreement (SLA)are met. Analysts provide real-time feedback as indicated related to the status of standards or SLA. Analysts may also be required to change staff assignment / skilling to allow for timely service to be provided.
Essential Job Functions
Monitor agent schedule adherence using real-time adherence software reporting non-adherent events to Operations.
Coordinate with team to ensure continuity of coverage and distribution of up-to-the-minute statistical data
Work closely with Operations Management to assist in promoting schedule adherence and call time threshold guidelines
Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute statistics
Provide historical reporting compilation as required or requested.
Reviews and adjusts in collaboration with operations staffing requirements to ensure there are adequate staff is available to provide service.
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.
Employment Qualifications
Required Minimum Education:
High School Diploma or GED
Preferred Education:
4 year/ Bachelors Degree
Minimum Years and Type of Experience:
Minimum one-year experience in a call center environment and familiarity with Workforce functions required. Excellent problem solving and decision-making skills. Ability to operate effectively in a team environment. Excellent oral and written communication skills and interpersonal skills
Other Knowledge, Skills and Abilities Required:
Proficiency in Microsoft Office Applications including Word and Excel and other relevant software required.
Other Knowledge, Skills and Abilities Preferred:
One-year prior experience working with workforce management technologies preferred. One year using one of the following systems: Cisco Calabrio preferred. Some experience with call center reporting and metrics preferred
☐ Combination of post-secondary education and experience in lieu of a degree.
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 status
All 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'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. 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@mercy.com