Shire Jobs

The Data Analyst monitors various regulatory and quality reporting initiatives. Extract value from date by uncovering useful information to enable data-driven business decision-making. Collect and analyze data and recommend data than can be used to improve process, onitor performance and quality control plans to identify improvements. Support the contact center applications, platforms and all adjunct systems on a day-to-day basis

Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson

Develop and implement database, data collection systems, data analytics/data systems and other strategies that optimize statistical efficiency and quality to produce regular and timely status reports, track Contact Center employeersquo;s performance and mandatory education. Identify, analyze and interpret trends or patterns in complex data sets.

Collaborate to support the delivery of a seamless customer experience across a broad range of customer touch points, channels, processes, and applications. Work across multiple functions and with all levels of the organization.
Prior experience with Call Center software and/or operations preferred; Highly profficient with Excel, Microsoft Teams and data management software
Acquire data from primary or sedcondary data sources and maintain databases/data systems. Troubleshoot the reporting database environment and reports.
Provide real-time monitoring via available tools (Genesys Pure Cloud) and workforce management techniques to make intra-dayadjustments 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.

Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis

Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation. Compares results to forecast and identify opportunities for improvement. Provide daily/intra-day performance reports to leadership

Collects and analyzes data related to contact center trends, including call volume, call patterns, staff productivity, attrition rates and resource allocation. Uses analysis to forecast hiring, scheduling or other workforce planning needs

Prior experience with Call Center software and/or operations preferred; Highly profficient with Excel, Microsoft Teams and data management software

High School Diploma or equivalent. 3 years of the following experience preferred; Epic scheduling experience. Epic scheduling istration experience, Epic reporting experience, Call Center Experience and Call Center Metric experience, Change management experience.

Covid Vaccination is a requirement for employment at Jefferson for employees working at Jeffersonrsquo;s clinical entities or at the University. If you are not currently vaccinated you will be required to receive the vaccination prior to hire date if you are offered employment, unless you request and receive an approved medical or religious exemption from Jefferson.

About Jefferson

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow#39;s professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educashy;tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, p regnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

As an employer, the Jefferson Enterprise maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.