Job Description

Job Summary

Under minimal supervision and working independently, The WFM Analyst will forecast call volumes with a high degree of accuracy: interval, daily, and monthly call volumes, handle times, and service metrics. Ensure schedule integrity by maintaining the accuracy of agent information, including multiple status levels: hours available to work. Create, modify, and maintain forecast models that accurately predict call center events given changes in various operating assumptions. Perform various ad hoc analyses; formulate conclusions and present conclusions to management. Utilize WFM tools to determine staff requirements. Collaborate with management and internal customers on the impact on levels of service and analysis for various proposals and future initiatives. Collaborate with the call center leadership team to understand and improve the accuracy of the data provided. Must have very strong writing, computer skills, and the ability to effectively communicate with staff and management teams. Under FLSA, this is an exempt job classification.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world?s most distinguished academic health systems.  In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

Responsibilities*

Data Analysis

Reporting

Special Skills

Collaboration

Required Qualifications*

Desired Qualifications*

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.

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