UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals. UW Medicine owns or operates Harborview Medical Center (HMC), Northwest Hospital & Medical Center (NWH), Valley Medical Center (VMC), UW Medical Center (UWMC), a network of UW Medicine Neighborhood Clinics (UWNC) that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Children’s.
UW Medicine Enterprise Access & Innovation has an outstanding opportunity for a Workforce Forecasting Analyst. This individual will be responsible for preparing productivity reports, analyzing information (contact center trends and volume or issue patterns), developing volume and resolution time models, long-range forecasts, and recommendations to anticipate future contact center demand. The Workforce Forecasting Analyst will increase contact center efficiencies and effectiveness through appropriate allocation of resources and skill sets. The incumbent will monitor the volume of inbound and outbound call traffic to forecast the necessary resources to achieve the optimal utilization and cost. This analyst will create reports, assessments, and recommendations to leadership regarding the ideal operation of the Contact Center.
This position has a possibility of working from home or within the UW Medicine Contact Center location in downtown Seattle, based on mutual agreement.
UW Medicine Contact Center's goal is to deliver excellent service by providing consistent, high quality, personalized experiences for all internal and external customers, every time. The Contact Center serves as the first point of contact for new and returning patient inbound calls for the clinical entities of UW Medicine, including Harborview Medical Center, Northwest Hospital, UW Medical Center, and UW Neighborhood Clinics.
Use results and analysis of contact center metrics (call volumes, trends, call times, conversion, returns, speed to answer, average handle time) to forecast call arrival patterns as well as staff and productivity requirements.
Responsible for preparing call volume and staffing requirements by developing forecasting/trending models and monitoring those results to ensure positive impact on call performance and achievement of KPI’s.
Utilize provided marketing or campaign information to adjust long-range forecasts and staffing requirements.
Responsible for preparing periodic reports monitoring current performance of contact center metrics (call volumes, trends, call times, conversions, returns, speed to answer, handle time, and other metric as identified by contact center management).
Utilize information received through call analytics to help inform contact center leadership about the nature and volume of calls received on a daily/weekly/monthly/seasonal basis and impacts on staffing plans.
Work with leadership to assess vacations, training needs, incorporating them into long-range forecast models.
Create reports to track trends and utilization on a timely basis, making recommendations that will reduce call times and increase productivity and call resolution statistics.
Develop and maintain department SharePoint, deploying enhancements based on business needs.
Identify and communicate opportunities for call time improvements, optimal staffing utilization, training, or process changes.
Support the organization with adhoc reporting and data analysis as needed.
Support contact center budget process through planning and forecasting needs of staff and other administrative resources.
Provide support to other contact center reporting team analysts.
Bachelor’s degree in Business Administration, Finance, Statistics, or related field AND 4-5 years of professional experience to include:
3-5 years of experience as a business analyst;
3-4 years working in a fast paced inbound call/contact center;
AND, Experience with staffing models and call/contact center technology.
An equivalent combination of education and experience may substitute for stated requirements.
Healthcare experience strongly preferred.
Experience with IEX forecasting and staffing tools.
Demonstrated excellence in client interaction, written, and verbal communication skills.
Demonstrated ability to work independently and as part of a team in a cooperative effort.
Working knowledge of other Microsoft products including Word, PowerPoint, Outlook, and SharePoint.
Basic understanding of relational databases such as Microsoft Access or SQL.
Intermediate experience with Microsoft Excel.
Experience working with data projects, data sets, and data extraction.
Experience working with report visualization tools, such as Tableau.
Experience handling diverse work assignments that range in duration and time sensitivity, with frequent interruptions and emergent priorities.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.