The posting
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Day - 08 Hour (United States of America)
This is a Stanford Health Care job.
A Brief Overview Assist in workforce planning activities including production of reports and monitoring/adjusting staffing assignments based on call volume forecasting and real-time analysis, customer requirements and service levels. Monitors company/unit policies and procedures.
Locations Stanford Health Care
What you will do
- Assist Manager with System Administration, including but not limited to:
- Agent Profile Administration;
- Time Off;
- Skills/Queues;
- Upgrade Implementation;
- Ticket/Issue/Maintenance management;
- Check Service performance and forecast accuracy at regular intervals during the day, and take necessary action to address abnormal volumes/contacts;
- Monitor systems to make sure services are up and running 2x/day.
- Report Production:
- Generate & publish schedules;
- Adjust Forecast in WFM;
- Assist Manager with analysis of short term and long term forecast;
- As needed, create, store and report historical statistics;
- Keep record of any special events or conditions that may have affected the contact levels;
- Analyze contact volume for trends by brand, contact type, seasonality, promotions, etc.;
- Collaborate with other departments, contact center staff and to identify opportunities for greater efficiencies regarding workforce utilization.
- Monitor & Adjust Schedules:
- Monitor Schedule adherence, managing staffing levels in coordination with supervisors when staffing levels are too far above or below acceptable thresholds;
- As necessary, request overtime, VTO, etc.;
- Receive and reply to schedule change requests and time off requests.
- Training:
- Create and administer training regarding workforce manage policies and procedures;
- Work with Training Dept. to schedule training times for refreshers;
- Coordinate Cross-training, new hire training with Operations and Training Team.
- Project Work:
- Participate in workforce related projects;
- May provide guidance and oversee work of Workforce Leads.
Education Qualifications
- Bachelor’s degree in a work related field/discipline from an accredited college or university required.
Experience Qualifications
- Three (3) years of progressively responsible customer service responsibility, call center background or system reporting experience preferred
- Working knowledge of Workforce Optimization platforms such as NICE, Verint and Aspect preferred
- Experience in capacity planning, utilization and workforce management analysis preferred
Required Knowledge, Skills and Abilities
- Familiarity with call center technologies and ability to run and analyze system reports
- Knowledge of Excel, PowerPoint, Word and ability to write/present reports and presentations
- Ability to apply data findings to operational processes
- Ability to problem-solve in a fast-paced environment
- Strong customer orientation
Licenses and Certifications
- None .
These principles apply to ALL employees:
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.
You will do this by executing against our three experience pillars, from the patient and family’s perspective:
- Know Me: Anticipate my needs and status to deliver effective care
- Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
- Coordinate for Me: Own the complexity of my care through coordination
Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Base Pay Scale: Generally starting at $42.93 - $55.82 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.
