The Workforce Management Analyst reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.The Workforce Management Analyst provides analytical and operational improvement support to the Manager of Access. This position facilitates primarily call center data analysis, trends, and supporting materials to lead improvement efforts in patient access. This role is responsible for maintaining and updating forecasts, analyzing and reporting on operational performance, and developing capacity plans to meet the service level expectation across the services centers within Access.Responsibilities:Gather data using interviews, document analysis, surveys, site visits, business process description, workflow analysis, EDW reporting, Cisco/WFM software reporting, etc.Critically evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high-level information into details, abstract up from low-level information to a general understanding and recommendationAbility to create, monitor, and analyze data for forecasting projections, trend analysis, and decision making purposesGenerate and maintain short-, mid- and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back office work and other business requirements for multiple skill groups utilizing the corporate data mart and workforce management software platformProactively communicate and collaborate with external and internal customers to analyze information needs and functional requirementsServe as the conduit between IT, Telecom and Access staff Effectively utilize and integrate enterprise-wide requirement systems (EPIC, EDW, Cisco, etc.)Successfully manage and engage in multiple initiatives simultaneouslyDrive and challenge processes and operations assumptions of how they will successfully execute their plansCollaborate with the key stakeholders to ensure that all KPIs are metEnsure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projectionDevelop schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budgetary objectivesOversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activitiesMonitor and coordinate activities to support operational performance management (e.g. service level, productivity, etc.)Exception entry and intraday monitoring with the ability to identify and minimize coverage gaps by intraday modificationStrategically identify need for modification of current or additional call queuesPrepare multiple scenario analyses across multiple business units during annual budget cycleMonitor daily transaction activity to ensure compliance with proceduresDevelop tools to support staff and enhance efficiencyOther, non-call center, data and staffing analysis as neededPerform other duties as assigned by Operations Coordinator, Manager, and Director
