Description:

Experienced Workforce Management Specialist with knowledge of Nice InContact and/or Verint platforms. Perform workforce related support including creating and maintaining schedules, forecasts, and reporting for Patient Access Contact Center. Analyze metrics and collaborate with contact center and clinical management as needed. Escalate customer service concerns appropriately, proactively keep the Workforce Management Supervisor updated on concerns and assist in resolving concerns. Identify and participate in process improvement initiatives that improve the customer experience, enhance workflow, and/or improve the work environment. Majority of work is remote with participation in an on-site rotation schedule and as needed.

In conjunction with departmental customers, conducts business analysis of information systems and identifies business objectives, requirements and information management needs.

Coordinates planning and implementation of systems related projects.

Assists in the development of technology plans and strategies which support of departmental objectives and the overall organizational mission and objectives.

Works to maintain a high level of client satisfaction with Information Services as provided to assigned clients.

Attends meetings of professional, civic and services organizations.

Promotes good public and professional relations.

Contributes to published articles, presents public speeches, and teaches.

Administers and ensures compliance to departmental policies and procedures in accordance with state, federal, and organizational guidelines.

Works with manager to formulate plan for professional development. Attends educational in-services as appropriate.

Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments.

Identifies and develops solutions for customers' information technology needs.

Monitors and analyzes the delivery of ongoing information services provided to assigned clients.

Serves as a client advocate identifying and facilitating solutions for the clients' information technology needs.

Manages systems projects to assure that business objectives and requirements are realized.

Collects, organizes, and analyzes data and generates and provides accurate and complete reports for management and/or regulatory agencies.

Interprets applicable regulations and establishes filing and auditing procedures to ensure records and files are accurate and in compliance.

Works closely with clients to foster the development and successful implementation of innovative, high quality business solutions and ensure a high level of satisfaction with services provided.

Performs other related duties as required.

Skills:

Business analysis, forecasting, Scheduling, workforce management software, call center environment, healthcare industry

Top Skills Details:

Business analysis,forecasting,Scheduling,workforce management software,call center environment

Additional Skills & Qualifications:

MINIMUM QUALIFICATIONS:

A bachelor's degree. Three to five years of experience in planning and applying information technology to one or more business functions.

Combination of education and experience may be considered in lieu of a degree.

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.