OSF Healthcare Careers

Workforce Analyst Contact Center - PAT001576

Hours per week: 40
Status (Benefits): Full-Time
Work Schedule: 8AM-4:30PM with operational flexibility needed
Location: 7915 N Hale Ave, Peoria, IL, United States

7915 N Hale Ave, Peoria, IL, United States

Job Description

Description

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

REQUIRED QUALIFICATIONS:

 

Associate’s Degree in Business Management or related field

 

 

3 years of experience in scheduling, staffing analysis, or workforce management

 

2 years of experience in a call center environment

 

Experience using reporting tools

 

 

Customer service and communication skills, including patience and flexibility with a variety of user knowledge levels and skill sets.

 

 

 

PREFERRED QUALIFICATIONS:

 

Bachelor’s degree in related field 

 

 

Familiarity with OSF services, organizational practice, principles, and mission.

 

 

 

 

 

EOE/Minorities/Females/Vet/Disabled

Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.

 

Experience the OSF culture and community by clicking here.

 

 

 

Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.

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