Workforce Management Analyst Contact Center

Workforce Management Analyst Contact Center job in Albuquerque, NM

Shift: Day
Schedule: Full - Time Regular

Workforce Management Analyst, Contact Center, Full- Time job, Days, Albuquerque, NM

We are looking for a  Workforce Management Analyst to join our Contact Center team in Albuquerque, NM.

  This Full-Time job is located at Lovelace Medical Group is a multispecialty provider group, which includes clinics, doctors and advanced practice providers in a broad range of specialties and primary care, and provides patients with exceptional health care through the support of Lovelace Health System hospitals and technology.

The Workforce Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans. This role will also be responsible for creating staffing plans and schedules for the contact centers. This position will act as a support tool for the leaders of Customer Service Delivery assisting with and providing guidance on performance impact analysis and operational planning. In addition, budget preparation/input and reporting assignments are an expectation of this position.

Workforce Management Analyst Responsibilities:

  • Performs quality process improvement activities for assigned department to include but is not limited to developing and maintaining statistical databases, developing and producing complex reports and assisting with various projects.
  • Assists with developing evaluative tools to improve process improvements.
  • Collects statistics and clinical information for established projects and verifies accuracy.
  • Enters data for assigned projects and ensures accuracy and completed in a timely manner.
  • Support the workforce management function through monitoring, adjusting, and optimizing utilization in real-time to meet customer needs & targeted service levels
  • Monitor staffing & schedule adherence in real-time to ensure staff are within compliance to achieve internal KPI’s
  • Analyze intraday performance and communicate coverage recommendations in order to optimize staffing
  • Compile & communicate standard intraday performance updates
  • Compile & communicate a daily post-mortem lookback and future staffing outlook
  • Assist the Operations Manager and Director on various other scheduling & reporting needs


Workforce Management Analyst Education and Experience Requirements:

  • High School Diploma or GED Equivalent
  • Associate’s Degree desired
  • Zero (0) years of direct experience with an Associate’s Degree or Two (2) years of direct experience without an Associate’s degree.
  • Two (2) years of experience desired
  • Ability to functions independently and manage a variety of projects
  • Ability to analyze and interpret data
  • Ability to maintain accuracy and consistency and compiling moderately complex reports
  • Ability to communicate effectively
  • Advanced computer skills

Why Lovelace?

  • Clinic named Patient Centered Medical Home by National Committee for Quality Assurance, 2017 Honored for “Deals of the Year” award by Albuquerque Business
  • First for acquisition of ABQ Health Partners’ women’s health

  Lovelace is a drug-free employer with smoke free campuses.

  ID: 14502

Department / Location

Contact Center
Lovelace Medical Group - Albuquerque, NM