The Workforce Management Planning Specialist will be responsible for generating and maintaining the long-term contact center resource plans for the Banner Health customer service network (Banner Health Network, Banner Medical Group, Banner Pharmacy Services, customer service, employee benefit services, and individual facility support, as well as all virtual contact channels). Incumbents must be able to apply theoretical techniques to real world business issues. This role is responsible for forecasting the contact center demand and workforce resources in order to achieve the Banner Health Abandon Contact Rate and financial goals. This position will provide ongoing analysis of contact center staffing performance and contact volume trends.
Construct and maintain contact center workforce capacity plans based on forecasted demand (contact volumes and handling times) and projected staffing (contact center agents). The capacity plans will show staffing requirements based on both run rate trends and budget guidelines.
Develop structural and replicable demand forecasting models using advanced business knowledge of key contact volume drivers. The models pertain to long-term and short-term contact volume and Customer Handling Time.
Develop contact center key driver metrics (off-the-phone shrinkage, hiring, attrition, overtime) as throughput into the overall long-term planning model. Conduct what if capacity plan scenario analyses to determine potential solutions to improve Abandon Contact Rate performance. The options will take into consideration changes to contact delivery logic, contact center configuration, and customer workflow processes.
Provide guidance and direction on configuration strategies across Banner contact center enterprise through interpreting complex analytics regarding contact volumes, staffing dynamics, and process workflows.
Generate reporting of key performance indicators such as contact volume and customer handling time performance versus forecast, as well as hiring adherence and staff attrition performance compared to plan.
Manage data flows from multiple sources, and continually question the integrity of input data through testing and reconciliation activities. Communicate capacity plans to all levels of business in order to ensure flawless delivery of the plan. Effectively communicate complex analysis in a clear audience-specific way.
Establish and maintain strong linkages with business partners to ensure appropriate information flow and incorporation of forecast inputs such as clinic encounters, outpatient registrations, surgical procedures, marketing initiatives, and demand reduction.
Build consensus through superior interpersonal skills to gain buy-in for delivering proactive staffing plans to deliver on the organizations Abandon Contact Rate goals. Develop and maintain strong working relationships with key business partners and stakeholders.
Bachelors degree in mathematics, statistics, or business, or equivalent education and experience required.
Four plus years of contact center long-term capacity planning experience required. This includes experience in applying statistical techniques (modeling, regression methods, decision trees, and forecasting, clustering, time series).Proven planning experience in a complex, multi-site/multi-media contact center environment (preferably covering all aspects of the planning cycle). Demonstrated success in collaborating and influencing business partners to drive transformational change through leveraging data and analytics. Superior verbal, written, interpersonal, and presentation skills. Able to apply theoretical techniques to real world business issues. Strong analytical abilities to provide options and strategies based on data and informed experience.Must be a proactive, flexible self-starter. Driven, highly organized, with attention to details.Excellent time management and prioritization skills.
Proficiency with Microsoft Excel
Advanced degree preferred.Long term forecasting experience in a contact center environment preferred.Knowledge and working experience with Aspect WFM scheduling softwareHealthcare industry experienceExperience with statistical programming software (i.e. SAS)Working knowledge of the Banner Health contact center segmentsWorkforce management experience related to contact delivery/routing and contact agent resource scheduling is desired.
Additional related education and/or experience preferred.
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.