Workforce Management Specialist (Ambulatory Registration)

Hennepin County Medical Center Minneapolis , MN 55415

Posted 2 weeks ago

We are hiring a full-time (1.0 FTE) Workforce Management Specialist.

SUMMARY

The Workforce Management Specialist supports operations through coordination of scheduling and staffing. Works collaboratively with Ambulatory Registration leaders to ensure correct staffing levels and target service levels are achieved. Monitors real time service levels, capacity and performance to ensure daily objectives are achieved.

RESPONSIBILITIES

  • Monitor Key Performance Indicators (KPI) through actively utilizing Workforce Management tools

  • Real time monitoring of all daily performance models ensuring actual staff are aligned with predetermined forecasts and schedules provided by the Workforce Supervisor

  • Escalate and facilitate resolution of issues across Ambulatory Registration operations as required to ensure compliance with Service Level Agreements (SLA)

  • Directs staffing changes due to short and long range forecast revisions, considers the impact of staffing allocations and considers how staffing allocations will impact results

  • Coordinates and communicates training, meetings and other off phone activities

  • Ensures accurate associate documentation, such as schedule change requests, time off requests and schedule adherence

  • Ensures call routing business rules and changes are communicated and implemented

  • Assist in monitoring of sick calls, tardiness, etc., entering real time exceptions into Ambulatory Registration attendance data base

  • Performs other duties as required

QUALIFICATIONS

Minimum Requirements:

  • Associate degree in business, management, call center administration

  • One (1) year of experience forecasting and planning in a call center

  • Three years' experience in customer service involving complex analytical problem-solving skills

OR

  • An approved equivalent combination of education and experience

Preferred Qualifications:

  • Mitel Call Center and Workforce Management experience

Knowledge/ Skills/Abilities:

  • Experience with telephony reporting systems

  • Knowledgeable of all contact center metrics, processes, and key performance indicators

  • Strong organizational, analytical and data look-up, entry and mining skills.

  • Strong Excel skills

  • Excellent verbal and written communications

  • Ability to work with minimal guidance in a time critical environment

  • Flexibility and change management skills

  • Coaching and mentoring skills

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