What are the responsibilities and job description for the Workforce Analyst Contact Center position at OSF Saint Francis Medical Center?
Job Description
Total Rewards
"Your life - our Mission"
OSF HealthCare is dedicated to provide Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career. Click here to learn more about benefits and the total rewards at OSF.
Expected pay for this position is $21.72-$25.55/hour. Actual pay will be determined by experience, skills and internal equity. This is a salaried position.
Overview
Candidates must reside within 60 miles of OSF Peoria location.
Hybrid Position that requires office attendance 2 times perweek.
Position Summary
The Workforce Analyst maintains a multi-channel Workforce Management (WFM) platform within OSF. The Workforce Analyst focuses on planning and optimizing the performance of OSF agents by analyzing pertinent data, historical performance, and trends in order to manage service levels, staff schedules, and schedule changes to achieve maximum efficiency and occupancy. This includes configuration of skills, call and multi-channel routing, historical trends, and anomalies.
Qualifications
REQUIRED QUALIFICATIONS:
Education: High School/GED
Experience: 3 years of experience in scheduling, staffing analysis, or workforce management. 2 years of experience in a call center environment. Experience using reporting tools.
Other skills/knowledge: Customer service and communication skills, including patience and flexibility with a variety of user knowledge levels and skill sets.
Preferred Qualifications
Education: Associate's degree
Other skills/knowledge: Familiarity with OSF services, organizational practice, principles, and mission.
OSF HealthCare is an Equal Opportunity Employer.
Total Rewards
"Your life - our Mission"
OSF HealthCare is dedicated to provide Mission Partners with a comprehensive and market-competitive total rewards package that includes benefits, compensation, recognition and well-being offerings that focus on the whole person and engage with their current stage of life and career. Click here to learn more about benefits and the total rewards at OSF.
Expected pay for this position is $21.72-$25.55/hour. Actual pay will be determined by experience, skills and internal equity. This is a salaried position.
Overview
Candidates must reside within 60 miles of OSF Peoria location.
Hybrid Position that requires office attendance 2 times perweek.
Position Summary
The Workforce Analyst maintains a multi-channel Workforce Management (WFM) platform within OSF. The Workforce Analyst focuses on planning and optimizing the performance of OSF agents by analyzing pertinent data, historical performance, and trends in order to manage service levels, staff schedules, and schedule changes to achieve maximum efficiency and occupancy. This includes configuration of skills, call and multi-channel routing, historical trends, and anomalies.
Qualifications
REQUIRED QUALIFICATIONS:
Education: High School/GED
Experience: 3 years of experience in scheduling, staffing analysis, or workforce management. 2 years of experience in a call center environment. Experience using reporting tools.
Other skills/knowledge: Customer service and communication skills, including patience and flexibility with a variety of user knowledge levels and skill sets.
Preferred Qualifications
Education: Associate's degree
Other skills/knowledge: Familiarity with OSF services, organizational practice, principles, and mission.
OSF HealthCare is an Equal Opportunity Employer.
Salary : $22 - $26
