Location: Louisville, Kentucky
Access Point has an exciting opportunity for a Workforce Planning Analyst to join our team!
If you're passionate about serving others and have a desire to make an impact, Access Point may be for you.
Come join our dynamic group of talented team members who all share the desire to create innovative products and solutions that fuel healthcare transformation. This is an exciting and fast-paced opportunity for smart, motivated, caring people to join a fast growing organization with plenty of opportunity to advance.
We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, see what opportunities we have for you.
The Workforce Planning Analyst will provide workforce development strategies and solutions; to create workflow scenarios, processes, and documentation to ensure resource optimization; and to provide strategic recommendations to all partners associated with the development, implementation and use of workforce optimization systems.
To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
- Creates, maintains and provides accurate forecasts and optimized schedules to effectively meet service level targets.
- Coordinates scheduling and adherence activities to ensure performance goals are met and maintains and modifies schedules.
- Consults with all levels of the organization to assess business performance needs.
- Identifies, recommends, and implements workforce continuous improvement initiatives.
- Provides analysis across varying levels of management and improves resource utilization and assigned support site performance.
- Provides cost-benefit analysis in support of company process improvement initiatives.
- Coordinates resources to resolve system/supplier issues and enhancement/upgrades to ensure optimal software performance
- Standardizes and documents workforce policies and usage of workforce optimization tools to provide partners with a centralized knowledge source.
- Provides partner and new hire training.
- Supports the department through expertise in workforce optimization tools and processes.
- Performs other duties as assigned.
- Supports the organization's quality program(s).
Knowledge, Skills, & Abilities:
Skills and Abilities:
Statistical Mathematical Skills -- Ability to work with mathematical and algebraic concepts such as probability, statistical inference, and forecasting. Ability to apply and analyze concepts such as fractions, percentages, ratios, and proportions to practical situations.
Complex Communication -- Frequently communicates complex information and interacts with management. Can present, resolve, and address delicate situations. Can motive and persuade others.
Varied Business Problems --Problems are varied and complex, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, general precedent, and practices.
Department Specific -- Decisions impact the management and operations within a department. May contribute to business, and operational decisions that affect the department.
Functional Independent Judgement -- Provides and sets goals and priorities for functional area. May make recommendations for department policies, practices, and programs. Makes decisions for and/or resolves problems for others.
Project Planning/Organization -- Handle multiple projects simultaneously including task delegation, project oversight, and resource allocation.
Physical and Mental Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment & Travel Requirements:
Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
Competitive pay and benefits including 401k, paid time off, employee illness benefit (EIB), medical, dental, vision.
Lifepoint Health is committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law.
Bachelor's degree from an accredited college or university preferred.
Four (4) years of experience or equivalent combination of education and experience required to include two (2) years of experience utilizing workforce optimization tools and processes. Experience within a contact center environment is preferred. Experience with workforce optimization software (i.e. Aspect, Verint, IEX), and ACD technology (i.e. Five9, Avaya, Cisco) is preferred.