Workforce Management Analyst (Call Center)

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Vision

The Mass General Brigham system is embarking on an Ambulatory Care Transformation journey. The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization.

The Opportunity

The Workforce Management Analyst is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.

Responsibilities

• Compare actual call volume and AHT data to forecast figures to ensure that appropriate staffing standards are created and maintain.
• Analyze trends such as call volume, AHT, and attendance to plan for over staffing or under staffing conditions.
• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produce staffing forecasts on a daily, weekly, monthly, and annual basis for operations.
• Generate and evaluate agent staffing schedules and ensure data updates into scheduling system.
• Generate short and long-term staffing models including “what if “ scenarios based on service level goals. AHT, etc. and provide recommendations based on analysis.
• Compare results to forecast and identify opportunities for improvement.
• Prepare staffing data to support annual contact center budget process
• Other related duties as assigned.

Location

Our team is based out of our Mass General Brigham headquarters located in Assembly Row (Somerville, MA). Our 160-person office suite serves as the onboarding/training hub for the Schedulers, Referral Coordinators, Registration Specialists, and Clinical Advice/Triage Nurses that join our team as part of our Ambulatory Care Transformation Initiative. Employees are expected to be onsite for all hours worked during the first 90 days of employment for onboarding/training. There are options for hybrid work after the successful completion of the training program, based on performance.

Qualifications - External

Qualifications

• Bachelor’s Degree preferred with a degree in healthcare, management or similar
• Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment preferred.
• Experience with WFM software (Calabrio, Verint, Pipkins, NICE/IEX, etc.) that includes real-time adherence preferred.
• SWPP certification for workforce management is preferred

EEO Statement

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Job Type: Part-time

Pay: $60,000.00 - $80,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Somerville, MA 02145: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Preferred)

Work Location: Hybrid remote in Somerville, MA 02145