Workforce Management Analyst

New York Presbyterian New York , NY 10007

Posted 6 months ago

LocationNew York, New YorkShift:Day (United States of America)Description:

Impacting the Lives of Patients

Workforce Management Analyst - Columbia University Irving Medical Center (168th Street & Broadway)

As New Yorks #1-ranked hospital, NewYork-Presbyterian is committed to communication of the highest quality. Friendly and focused, our Contact Center quickly relays information while getting every detail right, ensuring our patients and their families continuously receive superior service. Now, you have the opportunity to become one of the people who Make It Possible.

The Workforce Management Analyst is responsible for monitoring operational Key Performance Indicators ("KPIs") and managing the contact center scheduling and timekeeping activities to deliver exemplary service to consumers. In this role, you will aggregate KPIs and information to appropriately analyze, forecast and schedule work for contact center. You will also be responsible for the volume of work produced based on scheduling, policy and protocol adherence and thus have a strong understanding of the inter-relationships between staffing, scheduling and workflow. Oversee scheduling systems, including process, policy, and operating structure.

Preferred Criteria

  • Experience with Cisco Telephony, Calabrio WFM and Epic EMR
  • Master's Degree

Required Criteria

  • Bachelor's degree in related healthcare or business area

  • Minimum 5 years of related experience with at least 3 years in Workforce Management

  • Demonstrates broad knowledge of contact center operations and workflows and the ability to incorporate national best practices across functional areas.

  • Strong understanding of information technology specific to voice access

  • Ability to translate strategy into operational process and workflows.

  • Thorough knowledge of access related metrics; ability to leverage analytics and synthesize data.

  • Excellent oral and written interpersonal communication skills to convey complex information clearly and concisely to all levels of staff and management.

Join a hospital where employee engagement is at an all-time high. Enjoy competitive compensation along with benefits such as tuition reimbursement, hospital retirement contributions, and financial planning assistance. Start your life-changing journey today.

  • #1 in New York, "America's Best Hospitals 2017-2018." - U.S.News & World Report
  • 2019 "Best Places to Work: Employee's Choice." - Glassdoor
  • 2018 "Employees' Choice: Top CEOs" - Glassdoor
  • 2018 "America's Best Employers." - Forbes
  • 2018 "150 Top Places to Work in Healthcare." - Becker's Healthcare
  • 2018 "Top-Rated Work Places: Best Hospitals" - Indeed

Discover why we're #1 in New York and a best employer at: nyp.org/careers

NewYork-Presbyterian Hospital is an equal opportunity employer.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Workforce Management Specialist (New York New York Las Vegas)

MGM Resorts

Posted 1 week ago

VIEW JOBS 10/11/2019 12:00:00 AM 2020-01-09T00:00 Location: Las Vegas, Nevada Become one of the stars behind the show and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race. The Workforce Management Specialist is responsible for creating and implementing weekly schedules for the property while making appropriate decisions and staffing level changes based on business needs. * Analyzing staffing data provided by department and Finance to ensure appropriate staffing levels. * Adjust staffing needs based on special events, large party reservations, table games/slot tournaments while maintaining compliance with scheduling to include departments covered by collective bargaining agreements. * Ensuring the timeliness of schedule creation and delivery to the standards as set out by the Director/Manager and expectations of the business unit. * Work with department heads to adjust staffing models and approve schedule changes independently as necessary. * Deliver best practice scheduling, rotation design and reporting to maintain consistency among business units. * Actively advise and provide guidance to the business units around scheduling, labor management and leave management. * Determine appropriate times to close stations/tables and call employees into work or grant employees company requested early outs as necessary. * Ensure scheduling practice is developed in line with legislative requirements and local law protecting the company and employee interest. * Ensure ethical and equity issues are identified and managed in the scheduling process. * Analyze the scheduled versus actual labor used across the business to identify trends in business activity. * Develop duty sheets and other daily reporting as required by the business. In particular they will be responsible for developing the allocation sheets for each of the business units. * Approve and process manually received swaps, exceptions and schedule changes which cannot be processed by the portfolio manager. * Staff the customer service inquiry counter during opening hours for staff inquiries. * Perform all other job related duties as requested. Required: * At least 1 year of experience with data analysis. * Excellent customer service skills. * Have interpersonal skills to deal effectively with all business contacts. * Professional appearance and demeanor. * Work varied shifts, including weekends and holidays. * High School diploma or equivalent. * Working knowledge of Microsoft Office. * Ability to effectively communicate in English, in both written and oral forms. Preferred: * Bachelor's Degree in a related field. * Previous experience working in a similar resort setting. MGM Resorts New York NY

Workforce Management Analyst

New York Presbyterian