Workforce Management Supervisor jobs in Glendale, AZ

Hello humankindness Dignity Health Medical Group is the employed physician group of Dignity Health Arizona. Dignity Health Medical Group (DHMG) employs approximately 200 providers and 500 support staff that cover a wide variety of specialties. The medical group has had tremendous success over the past few years and now provides more than 73 subspecialty services. The physicians provide clinical services in their areas of specialty and many serve in pivotal academic research and leadership roles.DHMG is also heavily involved in preparing tomorrows healthcare providers. DHMG has 84 medical school students and approximately 200 residents and fellows throughout the 25 academic programs. Clinical services are complemented with translational and bench research to augment medical education for residents and students. The mission of Dignity Health Medical Group is consistent with Dignity Healths mission and St. Josephs guiding principles with a focus on innovative clinical care and the pursuit of excellence through scholarly activities. As part of the Dignity Health hospital system DHMG has full access to the staff and all facilities on our hospital campuses. This unique relationship with our hospital allows Dignity Health Medical Group to provide its patients with state-of-the-art patient services including care of the poor and disenfranchised.Look for us on Facebook and follow us on Twitter.For the health of our community ... we are proud to announce that we are a tobacco-free campus

SUMMARY - The Real Time Analyst monitors, interprets, analyzes, and rates the workforce to reduce overhead costs, and increase customer satisfaction and experience. Creates, edits and modifies schedules for the Contact Center department using current software or other approved means to publish and maintain accurate resources for the contact center employees, as well as usable reporting for the leadership staff. Prepares daily attendance reports and manages schedules to ensure that there are adequate resources for all departments for the continuous improvement of operations. The Real Time Analyst also: *Engages staff and cultivates a contact center culture that prioritizes humankindness and patient-centric care consistent with Dignity Health and the medical group's 'way' and culture. *Understands call center operations and applies good judgement when making decisions as it pertains to workforce management. *Informs Contact Center Senior Workforce Management Analyst of necessary updates related to staffing needs, training, and quality of service, based on real time observations during daily operations. Assists in updating and generating schedules and reports based on organizational needs. *Works closely with contact center leadership and staff to ensure that all fiduciary and contact center goals are met.

MINIMUM

Two year degree or equivalent experience.

Experience in multi-site call center monitoring, planning, and scheduling in real time while working collaboratively in cross functional environment.

Strong analytical skills with knowledge of statistical analysis of call center data, workforce management and quality control.

Effective communication, interpersonal and negotiation skills.

Strong customer service skills.

Ability to work independently, prioritize and multi-task multiple assignments and tasks.

PREFERRED

Bachelor's degree in Computer Science, Mathematics, Information Systems, Business Administration, or related field 

Two or more years of experience with contact center workforce management/planning 

Proficient in contact center workforce management software Aspect, Nice IEX, Calabrio, Verint, Genesys, TeleOpti

Lean SixSigma or other process improvement methodology