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Following a 2022 merger of CNSI and Kepro, Acentra Health combines clinical services, technology solutions, and data analytics to accelerate better health outcomes. This is a great time to join our team of passionate individuals working together to pursue the most effective solutions to todays complex healthcare challenges. Our culture is fueled by passion and driven by purpose.

Workforce Management Analyst (Remote)

• Are you an experienced Workforce Management Analyst looking for a new challenge?
• Are you looking to join a team that ensures a collaborative and inviting culture where everyone can thrive?

If so, you might be our next new team member!

Who we need:

The Workforce Management Analyst will report to the Command Center Manager the Workforce Management (WFM) Analyst is responsible for providing short, medium and long-term contact volume and staffing forecast within the contact center, and the timely production and analysis of management reports to support the operation for both inbound and outbound contact types. The WFM will ensure strategic goals are met through forecast modeling, collaborative planning and effective communication while aligning the forecast with strategic goals.

Why us?

Acentra Health is a rapidly growing national quality improvement and care management organization. We work to ensure that over 20 million people receive the right care, at the right time, in the right setting.

People Focused. Mission Driven.

Shape the future of healthcare with us. We are mission driven to improve lives through healthcare quality and clinical expertise.

We do this through our people.

At Acentra Health, you can do meaningful work that makes a real difference for the lives of individuals across the country. We are an organization that cares deeply about our employees and we provide the training and support to do the best work of your career.

Benefits are a key component of your rewards package at Acentra Health. These benefits are designed to provide you and your family additional protection, security, and support for both your career and your life away from work. They are comprehensive and fit a variety of needs and situations. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts and more.

What youll do:

• Monthly, weekly, daily and hourly forecasting of inbound/outbound contact volumes and staffing requirements based on historical contact trends and business growth objectives.
• Establishes a statistical baseline forecast for all departments.
• Identifies and researches service level risks for problem resolution and management notification.
• Oversee and maintain the WFM Platforms utilized for forecasting and scheduling.
• Coordination with vendor workforce management to balance contact volumes and staffing needs.
• Appropriately assist with the forecasting and account for growth due to variations and special events.
• Maintains events calendar, tactical staffing plan and outage system and ensures that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
• Provides clear and effective communication of the forecasted workload, changes, assumptions, inputs, etc. to the Sr. Leadership team.
• Understand, formulate, incorporate and plan workload based upon key drivers of volume, analysis, and data.
• Leads in the effort of building staffing strategies that support multi-site, multi-skilled contact centers.
• Identifies and recommends process improvement opportunities to improve productivity, performance and customer satisfaction.
• Assigned to rotation of weekends and evenings to ensure coverage.

What youll need:

Required Qualifications

• Associates degree or equivalent experience
• Experience, preferably, in a contact center environment with proven experience in coaching and providing feedback to team members

Knowledge, Skills, Abilities

• Demonstrated knowledge and experience in WFM technology
• Knowledge and experience in Workforce Management
• Proven track record of providing strategic support in a contact center environment, while balancing the need for attention to detail
• Strong verbal, written, communication and interpersonal skills, with good command of the English language
• Strong Analytical and Problem solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to contact center technologies.
• Exceptional skills in Microsoft Outlook, Excel or equivalent applications, and familiar with contact center software applications
• A healthcare background or experience in a medical contact center is a plus.

Experience

• 3+ years technical contact center operational experience (command center experience preferred).
• 3+ years experience with contact center workforce management programs a plus
• 1+ years experience with Dialer based systems (EIP, five9,, Cisco, Avaya, etc..) a plus

Thank You!

We know your time is valuable and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Acentra Health and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The Acentra Health Talent Acquisition Team

EOE AA M/F/Vet/Disability

Acentra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.