Workforce Management Analyst - Remote (in FL)

At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network currently consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and 5,240 physicians. Our team members focus on tomorrow by achieving personal and professional success today. That's why you'll thrive in our forward-thinking culture, where we combine the best technology with compassionate service. We blend high-tech with high-touch in ways that are advancing superior health care throughout the communities we serve.

• Real-time and/or intra-day management of resources to ensure an accurate number of resources are scheduled appropriately and are available to support a forecasted volume of inbound and outbound calls required to meet service levels.

• Monitor all contact and communication center sites, as well as adjust intra-day forecasts derived from business drivers to determine required staffing levels by projecting call volumes, call duration, as well as scheduled and unscheduled activities using current trends and historical data.

• Using knowledge of Workforce Management practices, administer contingency action plans as deemed necessary and appropriate.

• Run and analyze reports and make recommendations for adjusting staffing levels to meet departmental expectations and productivity goals.

Required Experience includes 1 year contact center workforce management in a multi-channel environment; to include proven trend analysis, Automatic Call Distribution technology and forecasting/scheduling software.