Please apply online using a laptop or desktop computer.
POSITION SUMMARY:
The Workforce Management Analyst will help donor operational units ensure they can deliver the right donor at the right time when requested on behalf of a patient. They will do this by helping to ensure staffing levels anticipate the demand and that staff are scheduled and leveraged in the most optimal way to meet the needs of the patient while also ensuring a seamless experience for the donor, a satisfactory employee experience, and overall stewardship of expense.
Partnering with the Donor Operation leaders, Finance, and Analytics, the Workforce Management Analyst will help develop and maintain volume forecasting models, capacity models, contact center agent scheduling, and pipeline management oversight to ensure key KPI’s are consistently achieved. As automation is introduced, the Workforce Management Analyst may also assist in determining which tasks will be completed via automation and which tasks will be routed to agents. The Workforce Management Analyst will consult with leaders on insights and recommendations to optimize the workforce for the competing demands of all stakeholders. This is a remote position (US). #LI-Remote
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ACCOUNTABILITIES:
- Utilize forecasting models to accurately predict volume both near and long term (30-minute interval to 5-year forecasts)
- Maintain staffing models, and all of the inherent variables, to proactively anticipate needed staffing levels ahead of attrition and volume trends
- Perform time studies to measure time on task and cases per agent
- Use statistical methods to help the business determine optimal hours, PTO usage, and other variables to ensure daily service levels are met
- Monitor case and task pipelines to identify gaps and recommend load balancing actions
- Collaborate with business partners and staff to identify opportunities for improvement of resource utilization and service levels
- Complete regular updates of key metrics and performance reporting
- Communicate organization performance through advanced reports and analysis
- Cultivate collaborative relationships to deliver on key project metrics and fulfill workforce management requests
- Work effectively with business sponsors, subject matter experts, vendors and other key stakeholders within project environments
- Effectively share knowledge and build understanding among project sponsors and key stakeholders
- Other duties as assigned
REQUIRED QUALIFICATIONS:
Knowledge of:
- Contact center and back-office operations environments, challenges, and best practices
- Solid knowledge of call center principles and call center performance metrics/reporting
- Solid knowledge of workforce management systems and processes
Ability to:
- EUse Excel to build and maintain complex forecasting models
- Utilize complex forecasting and resource scheduling systems and processes
- Demonstrate analytical abilities that lead to solid business recommendations
- Understand data, and apply statistical and mathematical principles toward configuring workforce management systems to address business needs
- Provide excellent customer and business focus, with strong interpersonal and soft skills
- Observe and document complex processes, reduce complexity, and produce user-friendly artifacts
- Demonstrate excellent organizational skills and attention to detail
- Establish effective working relationships with individuals from diverse backgrounds and abilities
- Work with Microsoft Office Suite or related software
Education and/or Experience:
- Bachelor’s degree in mathematics, statistics, quantitative disciplines, business, finance, related field, or relevant NMDP experience
- Two to three years of workforce planning experience or relevant data analytical experience
DEI COMMITMENT:
As part of our values, we are committed to supporting diversity, equity, and inclusion at NMDP. We actively celebrate colleagues' different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.
BENEFITS:
NMDP offers regular, full-time employees medical, dental, vision, life and disability, accident/critical illness/hospital, well-being, legal, identity theft and pet benefits. Retirement, paid time off/holidays, leave and incentive plans are also offered to eligible employees. Please reference this link for more information: NMDP Benefit Information
