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Workforce Analyst Contact Center

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Peoria

AI generated summary

  • You need a High School/GED, 3 years in scheduling/staffing analysis, 2 years in a call center, and experience with reporting tools. Strong customer service and communication skills are essential.
  • You will manage a multi-channel WFM platform, analyze data and trends, optimize agent performance, and adjust schedules to maintain service levels and enhance operational efficiency.

Requirements

  • 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.

Responsibilities

  • 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.

FAQs

What is the expected pay range for the Workforce Analyst position?

The expected pay for this position is $21.72-$25.55 per hour, determined by experience, skills, and internal equity.

What are the educational requirements for this position?

The required education is a High School diploma or GED, with a preferred Associate's degree.

How many years of experience are required for this role?

A minimum of 3 years of experience in scheduling, staffing analysis, or workforce management and 2 years of experience in a call center environment are required.

Where is the OSF Peoria location, and does this position have geographical restrictions?

Candidates must reside within 60 miles of the OSF Peoria location.

Is attendance in the office mandatory for this position?

Yes, this is a hybrid position that requires office attendance two times per week.

What type of skills are necessary for this role?

Necessary skills include customer service and communication skills, as well as patience and flexibility with a variety of user knowledge levels and skill sets.

What is the primary responsibility of the Workforce Analyst?

The primary responsibility is to maintain a multi-channel Workforce Management platform, focusing on planning and optimizing the performance of OSF agents by analyzing data, historical performance, and trends.

Is familiarity with OSF services a requirement for this position?

Familiarity with OSF services, organizational practices, principles, and mission is preferred but not required.

Is OSF HealthCare an equal opportunity employer?

Yes, OSF HealthCare is an Equal Opportunity Employer.

Serving with the greatest care and love.

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

OSF HealthCare is an integrated health system owned and operated by The Sisters of the Third Order of St. Francis, headquartered in Peoria, Illinois. OSF HealthCare has 16 hospitals – 10 acute care, five critical access, one transitional care - with 2,131 licensed beds throughout Illinois and Michigan. OSF employs nearly 24,000 Mission Partners across 150+ locations; has two colleges of nursing; operates OSF Home Care Services, an extensive network of home health and hospice services; owns Pointcore, Inc., comprised of health care-related businesses; OSF HealthCare Foundation, the philanthropic arm for the organization; and OSF Ventures, which provides investment capital for promising health care innovation startups. In 2020, OSF OnCall was established, a digital health operating unit, including a hospital-at-home. OSF OnCall delivers care and services when, where and how patients prefer to receive them. OSF HealthCare has been recognized by Fortune as one of the most innovative companies in the country. OSF HealthCare is an Equal Opportunity Employer (EOE).