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HUB International
Chicago, IL, United States
Job Description Workforce Absence Management Consultant Join a Winning Team at HUB International When you join the team at HUB International, you become part of the 5th largest global insurance broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and s
Job Source: HUB InternationalHUB International
Chicago
**ABOUT US** At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees r
Job Source: HUB InternationalHUB International
Chicago, IL, United States
Workforce Absence Management Consultant page is loaded Workforce Absence Management Consultant Apply remote type Fully Remote locations Chicago, IL time type Full time posted on Posted Yesterday job requisition id R0022752 ABOUT US At HUB International, we are a team of entrepreneurs. We believe in emp
Job Source: HUB InternationalRSM US LLP
Chicago, IL, United States
We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients
Job Source: RSM US LLPIAA
, IL, United States
IAA, an RB Global, Inc. company is seeking a Workforce Manager to join our team! This is a remote role (WFH) eligible! The Workforce Manager is the strategy owner (individual contributor) responsible for developing, implementing and managing all long term, short term and real time work force capacity management activities. As a self-motivated team
Job Source: IAADiversified
Chicago, IL, United States
At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections that make a difference – whether by inspiring viewers, engaging associates, motivating audiences, or s
Job Source: DiversifiedStcharlesil
, IL, United States
Do you thrive in a dynamic environment where your skills in research, analysis, and strategic planning can make a real impact? If so, we invite you to consider joining our team at the City of St. Charles! This position supports the Economic Development & City Administration departments and plays a key role in supporting the city's economic develop
Job Source: StcharlesilAlzheimer's Association
Chicago, IL, United States
Description The Workforce & Analytics Manager supports daily Contact Center operations through the delivery of forecasting, scheduling and Real-Time Management (RTM) subject matter and trending expert, operational reporting and dashboards to Contact Center leadership, staff and chapter representatives and senior leadership. Additionally, the role
Job Source: Alzheimer's AssociationChicago, IL, United States
Workforce Management Analyst – Chicago, IL – Northwestern Medicine At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you’ll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?
$10,000 Tuition Reimbursement per year ($5,700 part-time)
$6,000 Student Loan Repayment ($3,000 part-time)
$1,000 Professional Development per year ($500 part-time)
$250 Wellbeing Fund per year($125 for part-time)
Annual Employee Merit Increase and Incentive Bonus
Paid time off and Holiday pay
Description
The Workforce Management Analyst reflects the mission, vision, and values of NM, adheres to the organizations Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.
The Workforce Management Analyst provides analytical and operational improvement support to the Manager of Access. This position facilitates primarily call center data analysis, trends, and supporting materials to lead improvement efforts in patient access. This role is responsible for maintaining and updating forecasts, analyzing and reporting on operational performance, and developing capacity plans to meet the service level expectation across the services centers within Access.
Responsibilities:
Gather data using interviews, document analysis, surveys, site visits, business process description, workflow analysis, EDW reporting, Cisco/WFM software reporting, etc.
Critically evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high-level information into details, abstract up from low-level information to a general understanding and recommendation
Ability to create, monitor, and analyze data for forecasting projections, trend analysis, and decision making purposes
Generate and maintain short-, mid- and long-term forecasts for call volume, call pattern, average handle time, staffing requirements, back office work and other business requirements for multiple skill groups utilizing the corporate data mart and workforce management software platform
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements
Serve as the conduit between IT, Telecom and Access staff
Effectively utilize and integrate enterprise-wide requirement systems (EPIC, EDW, Cisco, etc.)
Successfully manage and engage in multiple initiatives simultaneously
Drive and challenge processes and operations assumptions of how they will successfully execute their plans
Collaborate with the key stakeholders to ensure that all KPIs are met
Ensure that forecasting models evolve with the business and customer needs and all forecasts are delivered on time and in line with business projection
Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments and achieve budgetary objectives
Oversee proactive scheduling of discretionary activities such as trainings, meetings, and offline activities
Monitor and coordinate activities to support operational performance management (e.g. service level, productivity, etc.)
Exception entry and intraday monitoring with the ability to identify and minimize coverage gaps by intraday modification
Strategically identify need for modification of current or additional call queues
Prepare multiple scenario analyses across multiple business units during annual budget cycle
Monitor daily transaction activity to ensure compliance with procedures
Develop tools to support staff and enhance efficiency
Other, non-call center, data and staffing analysis as needed
Perform other duties as assigned by Operations Coordinator, Manager, and Director
Qualifications
Required:
Bachelor’s degree or equivalent experience
Strong analytical and project management skills
Preferred:
Knowledge and application in Cisco, Calabrio, or similar telephonic systems (Verint, NICE, Avaya, Aspect, etc)
Knowledge of SQL, Microsoft PowerBI or Tableau, and advanced proficiency in Excel
Exceptional interpersonal skills
Demonstrated customer service skills
Excellent verbal and written communication skills
Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
View an archive of past job postings here.
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Workforce Management Analyst jobs in Chicago, IL, United States
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