Manager, Workforce Management

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Manager, Workforce Management & Data Analytics is responsible for developing the strategy for workforce planning, healthcare technology, and performance analytics across both internal teams and vendor partners. Owns the reporting and analytics process, from ensuring data accuracy to creating executive-level dashboards and translating data into clear insights that guide business strategy to improve the patient experience. Uses advanced analytics, workforce management tools, and current industry best practices to ensure effective staff planning to deliver a high-quality, efficient service experience to patients within the PAC environment for the Hackensack Meridian Health (HMH) network. Balances daily operational leadership--which includes taking decisive action based on a deep understanding of how staffing and scheduling impact service levels and ensuring all service level agreements (SLAs) are met--with providing strategic, data-driven recommendations to senior leaders to inform long-term business decisions. Leads a team of analysts, oversees all data and reporting systems, and fosters a culture of data-driven improvement.

Qualifications:

Education, Knowledge, Skills and Abilities Required :

Bachelor's degree in Business Analytics, Data Science, statistics, applied mathematics, computer science, Healthcare Administration, or a closely related field. Minimum of 5 years of experience in a role combining Workforce Management and Data Analytics within a high-volume contact center. Minimum of 3 years of experience in people management, preferably leading a team of analysts. Demonstrated expertise in data visualization tools (i.e., Google Looker, Tableau, Power BI) to create insightful dashboards and reports for executive audiences. Experience with extensive call center telephony systems, including but not limited to Interactive Voice Response (IVR), Customer Relationship Management (CRM), Workforce Management (WFM), speech analytics, call recording, etc. Excellent verbal and written communication skills, with the ability to present complex data and strategic recommendations clearly to senior leadership. Problem-solving skills, including but not limited to the ability to approach problems logically and troubleshoot. Time management skills, including but not limited to the ability to manage and prioritize multiple priorities in a dynamic, fast-paced environment. Experience managing personnel directly and/or indirectly. A manner that reflects honest, ethical, and professional behavior. Operations management skills that include a proven ability to identify, collect, and analyze operations performance data and other related data to improve performance. Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms. Advanced proficiency in SQL for data extraction, manipulation, and analysis.

Education, Knowledge, Skills and Abilities Preferred :

Proven expertise and knowledge with Cisco. Proficient in Google and/or Microsoft Advanced Sheets/Excel, Access, and/or SQL. Experience in a healthcare Patient Access Center or a similar healthcare environment. Direct experience managing or reporting on Knowledge Management, Intelligent Virtual Assistant/Agent (IVA), and Electronic Medical Record (EMR) systems (i.e., EPIC). Experience managing vendor relationships and performance. If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!