We Are Hiring

Analyst-Workforce - Pt Access Contact Center 001 - Full-Time,Day - Navistar - Lisle,IL

Why Join AMITA?

AMITA Health (www.AMITAhealth.org) is a joint operating company formed by the Adventist Health System in Altamonte Springs, FL and St. Louis, MO based Ascension.

AMITA Health is the largest health system in Illinois, comprising 19 hospitals and more than 230 sites of care. The health system has 900 providers in its medical groups, more than 26,000 associates and 7,000 physician partners and serves over 4.3 million residents in the greater Chicagoland area.

What You Will Do

As an Associate with AMITA Health, you will have the opportunity to

Forecast volume and project staffing needs to ensure accurate and adequate support for all contact center business processes.

Responsibilities:

• Develops and maintains a comprehensive forecasting and scheduling model, using workforce management tools to forecast call volume, create staffing requirements and generatework schedules for contact centers that meet or exceed service level, abandon rate, and other key performance indicators
• Leads processes for shift bids, vacation shift bids, time-off requests, and overtime
• Maintains and provides budget-related data, including projected FTE requirements, employee turnover rate, shrinkage rate, abandon rate, call volume, and attrition rate
• Customizes reports and dashboards in Genesys, Microsoft Excel, and other systems
• Assists the real-time adherence analyst to ensure associates are following schedules and meeting service level and abandonment goals

What You Will Need

Education:

• Diploma
  • High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required

Work Experience:

• 4 years of workforce management experience in a contact center environment strongly preferred
• Prior experience with workforce management tools strongly preferred (ie: Genesys (Interactive Intelligence), IEX, Verint, Aspect eWFM, InContact)
• Experience with telephony systems preferred (ie: Cisco, Avaya, Genesys Aspect, InContact); IVR design, modification, and testing preferred
• Knowledge of Erlang C
• Advanced knowledge of Microsoft Excel required and SQL experience preferred

Equal Employment Opportunity

AMITA Health will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.