At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.
We all have the power to help, heal and change lives - beginning with our own. That's the power of the Cleveland Clinic Health System team, and The Power of Every One.
Job Title
Workforce Management Analyst

Location
Cleveland

Facility
Remote Location

Department
ITD Enterprise Service Desk-Information Tech Div

Job Code
T26028

Shift
Days

Schedule
8:00am-5:00pm

Job Summary
Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.
The Administrative Program Coordinator III functions as liaison and as administrative, technical or operational resource. Researches, analyzes and organizes information for presentations. Identifies operational improvement opportunities to create efficient workplace. Develops communications, databases and budget summaries. Assists on large, complicated projects and initiates or leads moderately complex projects.
The Future Caregiver is someone who:
-Has High-level management and leadership skills.
-Can schedule and manage tasks effectively.
-Is experience with conflict resolution and problem-solving.
-Has written and verbal communication skills.
-Has teamwork and motivational skills.
-Has organizational and multitasking skills.
This is a rewarding opportunity that offers growth-oriented projects, mentorship, support, and resources. You will experience great exposure to both the institute and department leadership and have numerous opportunities for career growth.
At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Job Details
Responsibilities:

• Maintain accurate configuration of Workforce Management and Telephony systems (Verint and 3CLogic).
• Manage data flows from multiple sources, and continually audit the integrity of input data through testing and reconciliation activities.
• User account maintenance and provisioning, including license management.
• Creation and maintenance of skill groups, queues, and campaigns.
• Responsible for operational functioning of the Workforce Management workflows including reporting and CSI efforts.
• Assists with scheduling, coordination, preparation and communication of meetings.
• Facilitates and attends meetings; records key outcomes.
• Identifies key milestones and deadlines.
• Communicates project status and requirements to achieve results.
• Researches, analyzes and organizes information for presentations.
• Develops interdepartmental education programs.
• Leads records management activities and ensures standards are maintained.
• Assists department leadership with large or complex projects.
• Initiates or leads moderately complex projects.
• Other duties as assigned.

Technical

• Maintain accurate configuration of Workforce Management and Telephony systems (Verint and 3CLogic)
• Manage data flows from multiple sources, and continually audit the integrity of input data through testing and reconciliation activities
• User account maintenance and provisioning, including license management
• Creation and maintenance of skill groups, queues, and campaigns

Operational

• Responsible for creating long/short term demand forecast models using advanced business knowledge of key contact volume drivers for both call and back office workload volumes for multiple business segments
• Construct and maintain contact center workforce capacity plans based on forecasted demand and projected staffing requirements for each role within multiple business segments
• Modify and update historical call/workload volume data to ensure accuracy of future forecasts
• Develop contact center key driver metrics and target processing times as throughput into the overall long-term planning model
• Conduct "what if" capacity plan scenario analyses to determine potential solutions to improve performance
• Generate agent work schedules on a regular basis; maximize schedule efficiency and provide a variety of creative schedule options
• Manage vacation bid and holiday scheduling for the organization
• Create documentation and training guides for the WFM system as it pertains to policies and procedures
• Develop and implement standardized best practices across all Workforce Management functional areas including capacity planning, forecasting, and scheduling
• Process Service Requests for Workforce Management time off phones, schedule changes, etc.
• Participate in the planning and execution of workforce scheduling needs associated with go lives.

Reporting

• Produce complex analytic solutions including communication of capacity plans in order to ensure clear understanding of current performance trends
• Provide analysis and recommendations to improve staffing levels, staffing gaps, and performance efficiency while advising multiple business segments leaders of observed trends
• Generate and distribute reporting of key performance indicators such as contact volume and customer handling time performance versus forecast, as well as adherence and staff attrition performance
• Participate and present daily/weekly/monthly data to identify and discuss trends, projections, and to create a plan of action to meet contact center metrics
• Provide daily and weekly reporting focused on reviewing forecasts, capacity planning, shrinkage review, service level results and upcoming issues/problems
• Analyze schedules and performance productivity reports to recommend training, time off, and overtime

Continuous Service Improvement

• Analyze real-time and historical performance of contact volume, average handle time, calls per hour, and agent productivity and respond/plan appropriately in order to achieve operational service goals
• Track and recommend ways to optimize staff efficiency
• Display initiative in research beyond the specific assignment
• Generate and implement ideas for process and service improvements

Education:

• Bachelor's degree in Business Administration, Healthcare Administration or related field.

Certifications:

• May require license based on department/Institute need.
• For Information Technology Division caregivers, ITIL Foundations certification is required within 6 months of position start date.

Complexity of Work:

• Requires multitasking, critical thinking skills, decisive judgment and the ability to work with minimal supervision in highly interactive team environment.
• Must be able to take appropriate action in a stressful environment.
• Solid communication and customer service skills.
• Strong computer skills and experience with software applications.
• Knowledge of project management and communication practices preferred.
• Experience in a leadership or supervisory role preferred.

Work Experience:

• Minimum of four years financial, business analysis or project management experience required.
• Healthcare experience preferred.
• Offset: High School diploma/GED and eight years of experience.
• Offset: Associate's degree and six years of experience.

• Offset: Master's degree and three years of experience.

Preferred Qualifications:

• 3 years of experience in Workforce Management processes and tools (i.e. NICE/IEX, Verint) and ACD technology (i.e. Avaya).
• 3 years of experience in service center operations
• Advanced expertise in capacity modeling, forecasting, workforce management tools and operational planning methodologies
• Excellent planning and organizational skills
• Strong written/verbal communication, interpersonal, and presentation skills
• Strong understanding of call center operations and associated technologies
• Ability to establish and maintain working relationships in a collaborative team environment
• Ability to work independently, multi-task and meet deadlines
• Accurate and efficient with very good organizational skills and ability to manage and prioritize tasks simultaneously in high pressure environment
• Flexibility and willingness to adjust to shifting demands/priorities
• Strong analytical skills and synthesize large amounts of information
• Advanced ability to provide clear and concise explanations to complex data driven issues

Physical Requirements:

• High degree dexterity to operate office equipment.
• May require extended periods of standing, walking or sitting.
• Good visual acuity through normal or corrected vision.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

Keywords: Verint, 3CLogic, Workforce Management, WFM, Avaya, NICE/IEX, ACD
The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.
Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
Please review the Equal Employment Opportunity poster.
Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities