Shire Jobs

Mobile Shire Logo

Job Information

Allina Health System Workforce Management Forecasting and Scheduling Analyst in Coon Rapids, Minnesota

Date Posted: October 07, 2021 Department: 16008771 Customer Experience Center Administration Shift: Day/Evening/Night (United States of America) Hours Per Week: 40 Union Contract: Non-Union Weekend Rotation: Occasional Job Summary: Creates and maintains all forecasts and schedules within the Contact Center. Will liaise with relevant key stakeholders within the Contact Center to understand fluctuations in forecasts, both proactively and reactively. Accountable for anything relating to updates to forecasts and schedules (e.g. extreme weather event), to help plan for similar events in the future when possible. Responsible for completing various projects. Job Description: Principle Responsibilities Utilizes phone software statistical data along with Workforce Management data to analyze call arrival patterns, handle times, and staff shrinkage to create and update forecasts across all relevant lines and channels throughout the organization. New services Holidays Reduction in services Completes all elements of scheduling for contact center agents across the organization: scheduling 1x1 meetings with supervisor, training sessions, staff meetings, huddles, committee meetings, overtime, projects, and absences. Proactively recommends optimized placement of offline activities (ex: training sessions, meetings, 1x1s with supervisors, etc.) to ensure optional efficiency within the department to support service levels. Identifies gaps in staffing coverage through analysis of inputs to continuously improve forecasts and efficiency of schedules (ex: FTE recommendations, rotations, etc.). Highlights trends or concerns regarding volumes or staffing levels for management. Provides schedule recommendation for new hires, shift bids, budget staffing, overtime, early outs, etc. Audits schedules prepared by the Workforce Management team and make recommendations for improvements. Provides support and guidance to Workforce Management Forecasting and Scheduling Analysts. Other duties as assigned. Job Requirements Associate's or Vocational degree and equivalent years of related experience required or Bachelor's degree in Business, Mathematics, Statistics or other quantitative orientated fields preferred 5 to 7 years Workforce Management Analyst experience required and 5 to 7 years experience using Workforce Management tools in building schedules, time off management and forecasting, such as Aspect, Avaya WFO, IEX, or Blue Pumpkin required Leadership Capabilities See the Big Picture: Know where we are going as an organization. Use sound judgement and critical thinking to make good decisions that support our mission. I know where Allina is going and how my role fits into this picture I capture important lessons and share them to foster innovation I am good at anticipating the implications of my decisions I understand and apply the disciplines of continuous improvement Inspire Greatness: Inspire others by connecting their purpose to the broader mission. Lead others through change and celebrate success. I help my team connect to the broader mission I see and fulfill my role in motivating the team around me I celebrate success and help my partners see what is possible with change I call out and address unexpected roadblocks or problems Foster Learning and Growth: Role model growth, ongoing development and self-care. Empower, coach and encourage others to be at their best selves. I role-model self-care and ongoing development I share my knowledge and coach others to foster growth and success I demonstrate enthusiasm for learning I candidly advocate for the resources I need I support my colleagues in their development and growth Deliver Excellence: Set and align clear goals, measure results, and continually improve safety, quality, experience, and innovation. I take ownership of outcomes and fulfillment of goals I facilitate adjustments to assure positive results I work with a sense of urgency, concern and determination