Conduit - Workforce Management Analyst

Everyone who works with Mercy Health is united under one purpose: to help our patients be well in mind, body and spirit. This drive, along with our history of faith, is a powerful combination. It gives us a shared calling to work toward every day. Join our exceptional team and help us continue to provide the highest quality of health care possible to our communities.

Primary Function/General Purpose of Position -
The analyst will systematically observe staff behaviors in real-time concerning call metrics and threshold variance to enhance service optimization. They proactively oversee real-time statistics across diverse services and metrics, ensuring compliance with established standards and service level agreements (SLA).

Essential Job Functions

• Monitor agent schedule adherence using real-time adherence software reporting non-adherent events to Operations.

• Provide historical reporting compilation as required or requested.

• Reviews and adjusts, in collaboration with operations, staffing requirements to ensure there are adequate staff available to provide service.

• Works closely with Operations Management to compile, transmit and maintain data from payroll systems and or outside scheduling sources for assignment/schedule transmission into WFM system.

• Responsible for upkeep in daily email inboxes for each business unit with a response SLA of 24 hours

• Facilitates and maintains data entry for a multitude of department reports.

• Coordinate with team to ensure continuity of coverage and distribution of up-to-the-minute statistical data.

• Work closely with Operations Management to assist in promoting schedule adherence and call time threshold guidelines.

• Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute statistics.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

Genesys Cloud Certification (preferred)

Education

High School Diploma or GED (required)

Associates Degree (preferred)

Work Experience

Minimum one-year experience in a call center environment and familiarity with Workforce functions (required)

One-year prior experience working with workforce management technologies (preferred)

One year using one of the following systems: Genesys Cloud system (preferred)

Experience with call center reporting and metrics (preferred)

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more

*Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com