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Workforce Management Coordinator

Work Schedule/Days:  Day / Monday - Friday
Employment Type:  Full-Time
Location:  Support II 
Requisition #:  54965

 

JOB SUMMARY

Analyzes agent historical performance, generates forecasts/schedules, and manages schedule changes within the workforce management tool. Coordinates management of all intraday processes in support of the Contact Center's daily operations to achieve service level goals and maximize efficiency/occupancy.

EDUCATION
  • 2 years of college coursework in a related field
CERTIFICATION SUMMARY
  • No professional certifications required
EXPERIENCE*
  • 4 years of experience in a call center
PREFERRED QUALIFICATIONS*
  • Bachelor’s degree
  • Experience in a workforce management system
  • Experience in automatic call distributor reporting and administration
  • Knowledge of telecomm systems and routing
KNOWLEDGE SKILLS & ABILITIES*
  • Proficient in Microsoft Word, Excel, and PowerPoint
  • Strong mathematical, analytical, communication, and organization skills
  • Working knowledge of call/contact center fundamentals
  • Able to effectively communicate with senior leadership
JOB RESPONSIBILITIES*
  1. Tracks, analyzes, and reports Contact Center and agent performance, utilizing reporting tools in real time.
  2. Analyzes and reports historical data and trends to leadership team, suggesting opportunities for improvement.
  3. Develops long- and short-term forecast models that positively impact service levels and resource utilization.
  4. Manages proactively the approval and denial of discretionary activities, including vacations, trainings, and meetings to enhance occupancy.
  5. Manages intraday staffing levels to ensure favorable service levels.
  6. Monitors real-time agent adherence alerts, altering assignments to positively impact service levels.
  7. Performs other duties and responsibilities as required.
SYSTEM RESPONSIBILITIES*

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

 

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

 

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

PHYSICAL DEMANDS*
Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance
Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)
Climbing - Not Present
Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.
Lifting - Not Present
Pushing/Pulling - Not Present
Sitting - Frequently (activity or condition exists from 1/3 to 2/3 of time)
Standing - Occasionally (activity or condition exists up to 1/3 of time)
Walking - Occasionally (activity or condition exists up to 1/3 of time)
WORKING CONDITIONS*
No potential for exposure to blood and body fluids

 

About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials.  We offer a comprehensive compensation and benefit package that supports our mission, vision and values.  We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country.  Connect to our mission of making kids better today and healthier tomorrow. 

Have questions about the recruitment process?  Check out What to Expect.

Address:  1575 Northeast Expressway, Bldg 2, Atlanta, GA  30329
Function:  Revenue Cycle - Patient Financial Services