Careers in Quality

All the benefits and perks you need for you and your family: 

• Benefits from Day One
• Paid Days Off from Day One
• Student Loan Repayment Program
• Career Development 

Our promise to you: 
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better. 

Schedule:  FT Day (Monday-Friday 8:00am-5:00pm)

Location:  AdventHealth Virtual *Must be in the Chicago Land Area

The role you’ll contribute:  The Consumer Experience Center (CxC) Forecasting & Scheduling Workforce Analyst is responsible for forecasting volume and projecting staffing needs to adequately support all services within a rapidly growing centralized environment.  

The value you’ll bring to the team: 

 •Apply critical thinking skills and use decisive judgment to take appropriate actions with minimal supervision, as needed

•Exhibit ability to work in a fast-paced environment

•Develop and maintain comprehensive forecasting and scheduling models

•Use workforce management tools to forecast volumes, create staffing requirements, and generate work schedules for contact centers that meet or exceed service level, abandonment rate, and other key performance indicators

•Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs of CxC

•Study real-time and historical data to modify forecasting; strive for continuous improvement in forecasting and staffing

•Lead and manage processes for shift bids, vacation shift bids, time-off requests, and requests for overtime

•Maintain a local database to manage employee information, performance trends, and other related data •Maintain and provide budget-related data, including projected FTE requirements, employee turnover rate, shrinkage rate, abandonment rate, call volume, and attrition rate

The expertise and experiences you’ll need to succeed:   

• High School Grad or Equiv and 1+ years experience with workforce management process and applications (e.g. ASPECT, Genesys, inContact, Verint, Five9)