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Workforce Analyst Contact Center
Posted on Dec. 24, 2024
- Peoria, United States of America
- No Salary information.
- Full Time
Overview:
Candidates must reside within 60 miles of OSF Peoria location.
Expected pay for this position is $21.72/hour. Actual pay will be determined by experience, skills and internal equity.
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:
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.
Candidates must reside within 60 miles of OSF Peoria location.
Hybrid Position that requires office attendance 2 times perweek.
Expected pay for this position is $21.72/hour. Actual pay will be determined by experience, skills and internal equity.
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.
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.
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