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.


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.


  • 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


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


  • 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

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

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
Customer Service Workforce Scheduling & Real Time Analyst

Ucare Minnesota

Posted 1 week ago

VIEW JOBS 9/13/2019 12:00:00 AM 2019-12-12T00:00 ABOUT UCARE UCare offers Medicare, Medicaid, Individual and Family health plans – powered by the hardest working people in the industry. Our people powered teams de-complicate, advocate and always go the extra mile to help our members. We serve with integrity, compassion and commitment to do right by members, providers and government partners. Above all, we come to work excited to provide members a path for the best health of their lives. WORKING AT UCARE Working at UCare is more than a career; it's a mission. A mission that defines us as professionals, unites us as an organization and shapes how we interact with our members and each other. Employees join UCare and stay because of the opportunity to have a purpose-driven job. Our strong culture has established UCare as a Star Tribune Top 150 Workplace for 10 consecutive years since the awards program began. It's a culture that embraces innovative ideas, strategic partnerships, and exemplary customer and provider experiences. Working at UCare is being a part of a people powered team dedicated to making a real difference in the lives of our members and communities. CUSTOMER SERVICE WORKFORCE SCHEDULING & REAL TIME ANALYST Position Description This position is responsible to oversee the Workforce Management (WFM) platform utilized for forecasting and scheduling in the customer services center. Manage scheduling, real-time staffing and execution of the call center workforce. Monitor and report call center operational and performance standards. Communicate staffing and training needs for member services, provider assistance center, service team and transportation teams. Evaluate and develop opportunities to improve service center performance and efficiency. Lead in the effort of updating and entering statistical data into Workforce Management, ensuring adequate coverage by scheduling breaks and lunches, schedule maintenance, including adjusting thresholds and Information Technology (IT) collaboration. * Review and respond to time off requests, off phone activities, meetings and shift changes based on business needs. * Collaborate with supervisors on real-time monitoring of the Automated Call Distributor (ACD) and schedule adherence to maximize customer availability. * Maintain daily, weekly and monthly reporting of call center service levels. * Communicate service impacts to call center leadership this includes service level impacts, analyze staffing and training needs and make recommendations. * Assist with forecasting while acting as the main scheduler. Responsibilities include updating and entering statistical info into WFM tool. * Collaborate and follow up with IT on open help desk tickets and drive to desired resolution. * Responsible for maintenance of recordings: greetings, prompts and hold messages. * Other projects and duties as assigned. Education High school diploma or equivalent. Associates degree preferred; demonstrated experience may be considered in lieu of degree. Required Experience Knowledge of multi skill call center environment. Advanced knowledge of Microsoft office products: Microsoft Excel and Microsoft Outlook. Preferred Experience Expertise and understanding of CISCO ACD. Knowledge with IVR systems. Workforce Management scheduling software (forecasting and scheduling) THE UCARE DIFFERENCE The UCare difference is our people power – employees actively working on the behalf of our members to get them access to the health care they need. We value and respect each individual's ideas and contributions, and provide the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, and a myriad of volunteer activities. If you're looking for an inclusive environment that celebrates your people power, helps you build on your strengths and gives you the opportunity to truly make a difference, we invite you to apply. As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve. Ucare Minnesota Minneapolis MN

Workforce Management Specialist (Ambulatory Registration)

Hennepin County Medical Center