Number of Job Openings Available:

1

Date Posted:

February 17, 2025

Department:

16008771 Customer Experience Center Administration

Shift:

Day (United States of America)

Shift Length:

8 hour shift

Hours Per Week:

40

Union Contract:

Non-Union-NCT

Weekend Rotation:

Occasional

Job Summary:

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career.

Key Position Details:

Position is hybrid - Hiring leader is open to discussing schedule details - onsite vs. remote daysOnsite work will be based out of the Customer Experience Center in Coon Rapids, MN1.0 FTE, 8-hour day shiftsOccasional weekends - there is not a set rotation (Weekends will be based on business needs)

Job Description:

The Workforce Management Forecasting and Scheduling Analyst is responsible for the creation and maintenance of all forecasts and schedules within the Allina Customer Experience Center. The Analyst will liaise with the relevant key stakeholders within the Customer Experience Center to understand fluctuations in forecasts, both proactively and reactively. The Analyst will also deal with anything relating to updates to forecasts and schedules, for example an extreme weather event to help plan for similar events in the future when possible. The WFM Forecasting and Scheduling Analyst will also be responsible for completing various projects.

Principle Responsibilities

Analyze call arrival patterns, handle times and staff shrinkage to creating and updating forecasts across all relevant lines and channels throughout the organization.New servicesHolidaysReduction in servicesComplete all elements of scheduling for contact center agents across the organization: scheduling 1x1 meetings with supervisor, trainings, staff meetings, huddles, committee meetings, overtime, projects, and absences.Provide support to project teams when onboarding new services.Create new forecastsMake staffing recommendationsMonitor outcomesProactively analyze inputs and continuously improve forecasts and efficiency in schedules (ex: FTE recommendations, rotations, etc) and highlight trends or concerns regarding volumes or staffing levels for management.Provide schedule recommendation for new hires, shift bids, budget staffing, overtime, early outs, etc.Audit schedules prepared by the WFM team and make recommendations for improvements.Provide support and guidance to WFM Forecasting and Scheduling Analyst associates.Other duties as assigned.

Required Qualifications

Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description3+ years of contact center Workforce Management Analyst experience3+ years of experience using contact center Workforce Management tools in building schedules, time off management and forecasting. Such as Aspect, Avaya WFO, IEX, or Blue Pumpkin

Preferred Qualifications

High school diploma or GEDAssociate's degree in a Business, Mathematics, Statistics or other quantitative oriented field

Physical Demands

Sedentary:Lifting weight Up to 10 lbs. occasionally, negligible weight frequently

Pay Range

Pay Range: $32.20 to $44.13 per hour

The pay described reflects the base hiring pay range. Your starting rate would depend on a variety of factors including, but not limited to, your experience, education, and the union agreement (if applicable). Shift, weekend and/or other differentials may be available to increase your pay rate for certain shifts or work.

Benefit Summary

Allina Health believes the best way to provide safe and compassionate care for our patients is by nurturing the passion of those who care for them. That’s why we devote extraordinary resources to help you grow and thrive — not only as a professional but also as a whole person. When you join our team, you have access to a wealth of valuable employee benefits that support the total well-being — mind, body, spirit and community — of you and your family members. 

Allina Health is all in on your well-being. Because well-being means something different to everyone, our award-winning program provides you with the resources you need to help you navigate your personal journey. This includes up to $100 in well-being dollars, dedicated well-being navigators, and many programs, activities, articles, videos, personal coaching and tools to support you on your journey.  

In addition, Allina Health offers employee resources groups (ERGs) -- voluntary, employee-led groups that serve as a resource for members and organizations by fostering a diverse, inclusive workplace aligned with the organization's mission, values, goals, business practices, and objectives. Allina Health also engages employees in various community involvement and volunteering events.  

Benefits include:

Medical/Dental

PTO/Time Away

Retirement Savings Plans

Life Insurance

Short-term/Long-term Disability

Paid Caregiver Leave

Voluntary Benefits (vision, legal, critical illness)

Tuition Reimbursement or Continuing Medical Education as applicable

Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program

Allina Health is a 501(c)(3) eligible employer

*Benefit eligibility/offerings are determined by FTE and if you are represented by a union.