Workforce Management Business Systems Analyst

About the role

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! This position is not eligible for Sponsorship.

Responsibilities

• Maintain a rolling staffing and capacity plan including volume forecasts that consider seasonality and holiday fluctuations, average handle time (AHT), shrinkage, and service level assumptions.
• Perform cost-analysis related to various staffing models and assess cost/service trade-offs.
• Proactively makes recommendations to management for the adoption of new technology, industry's best practices, and process improvements.
• Report on staffing deltas, forecasted need, required, and actuals.
• Administers WFM and ACD Configuration across centers (skill groups, precision queues, etc.).
• Ensure routing, reporting and forecasting alignment, maintaining and auditing skills/queues.
• Monitor data feed health (interval volumes, AHT, adherence feeds); resolve defects with Telephony/IT.
• Serve as the liaison with IT for procurement of future Workforce Management software solutions, providing detailed business requirements and participating in the implementation and user acceptance testing.
• Partner with schedulers to convert staffing requirements into practical schedules and time off allocations.
• Create and maintain related documentation/material pertinent to WFM systems, such as workflow, data, and process flow diagrams, use cases, business rules, etc.
• Perform user support and issue resolution, collaborating with IT/Telephony and external vendors as needed.

Qualifications

• BS/BA and 6+ years’ experience or equivalent combination of education and experience, and 2 years of SME in respective areas.
• Proficiency with data query and Business Intelligence tools (Golden32, Toad, PowerBI, etc.).
• Strong working knowledge of relational databases.
• High level of proficiency with Microsoft Excel.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, and Visio).
• Familiarity with Workforce Management systems (Nice IEX, Verint, etc.).