Job Information
Providence St. Joseph Health Call Center Analyst, Work Force Management *Remote* in Renton, Washington
Description Providence Health Plan caregivers are not simply valued - they're invaluable. Join our team and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them. Providence Health Plan is calling a Call Center Analyst, Workforce Management who will: Serve as Workforce Management Analyst in a Contact Center environment Lead all Workforce Management (WFM) tasks within the Providence Health Plan Contact Center Serve as a key player in our ability to maintain a high level of customer service and member experience by analyzing workloads and rates of productivity to ensure we have the right size team to handle volumes Pro-actively perform analysis of workloads to determine workforce needs Build schedules as well as define short- and long-term staffing needs in a multi-channel contact center environment We welcome 100% remote work for residents who reside in one of the following State(s) and or Region of Residency: Oregon Washington California Please note the following important details regarding this role: Please have flexibility to work occasional evenings and weekends to meet deadlines Required qualifications for this position include: 2+ years of experience in workforce management utilizing WFM software, preferably in contact centers with at least 100 employees Preferred qualifications for this position include: Bachelor's Degree - OR- a combination of equivalent education and experience Certified Workforce Planning Professional (CWPP) designation Experience with Calabrio Workforce Management software preferred (scheduling, performance tracking, reporting). Will consider other platforms like Avaya,Genesys, Verint and NiCE MS Excel experience Why Join Providence? Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities. About Providence At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable. The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities. Check out our benefits page for more information about our Benefits and Rewards. About the Team Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise. Requsition ID: 273347 Company: Providence Jobs Job Category: Customer Service Job Function: Administration Job Schedule: Full time