Workforce Management Analyst, Call Center, Baptist Medical Center Position Available In Duval, Florida
Tallo's Job Summary: Baptist Medical Center in Jacksonville, FL is seeking a Workforce Management Analyst for their Call Center Department. This full-time remote position offers a salary range of $50.4K - $70K a year with Monday-Friday 8:30am-5:30pm hours. The analyst will be responsible for assessing and improving call center processes, efficiencies, and must have experience in call routing, IVR, and workflow automation. Key responsibilities include planning, scheduling, and real-time monitoring to maintain service levels and optimize staffing resources. If interested, apply now with Bachelor's degree and relevant experience in call center, IT support, and IT project management.
Job Description
Workforce Management Analyst, Call Center, Baptist Medical Center Baptist Health – 3.5
Jacksonville, FL Job Details Full-time Estimated:
$50.4K – $70K a year 23 hours ago Qualifications Avaya Call center Mid-level IVR Project management IT project management IT support Cisco ASA Full Job Description Job Summary Baptist Health is growing in the Workforce Management team and looking to add a Workforce Management Analyst in our Call Center Department at Baptist Medical Center located in Jacksonville, FL . This is a remote opportunity working Monday-Friday 8:30am-5:30pm, no weekend, holiday, or call rotation. The Workforce Management (WFM) Analyst supports all Call Centers across the Baptist Health system and are responsible for assessing and improving call center processes, efficiencies. This WFM Analyst must have experience in call routing, multi-channel (texting, etc.) IVR, call center metrics and workflow automation and possess a strong root cause analysis of processes. The WFM Analyst will work closely with functional leaders, organizational units, and subject matter experts (SMEs) to identify, develop and deploy new business processes.
Workforce Management Analyst Responsibilities:
Advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.) Excellent Knowledge of WFM and Call Center CMS systems or related applications (Teleopti, NICE, InContact, Avaya, Aspect, Verint, etc.) to manage interval forecast staffing levels. Basic knowledge of ACD, IVR, vectoring, and VDN routing. Provide Call Center operational root cause analysis. Provide analytical support and recommendations for staffing resources to meet objectives such as service levels, AHT, ASA, etc. Real time monitoring of Business Units to maintain Service Levels. Ability to team with Business units to ensure agent adherence and conformance to schedules. Assists in creating and modifying schedules in a real time manner utilizing WFM software. Responsible for Daily, Weekly and Monthly reporting that highlights Contact Center performance (SL, AHT, ASA, etc.) If you are interested in this Workforce Management opportunity, please apply now! Status Full-Time Shift Details Days Education Required Bachelor’s Degree Education Preferred Master’s Degree License and Certification None Experience Call Center Experience IT Support Experience IT Project Management Experience
