The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. The Workforce Management Analyst, under the guidance of and in collaboration with the department Manager, is responsible for key functions of ACC workforce planning.

The Workforce Management Analyst is responsible for daily efforts to provide superior customer and employee experience by effectively delivering real-time (intra-day) resource management. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.

* Bachelor's Degree preferred with a degree in healthcare, management or similar

* Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment preferred.

* Experience with WFM software (Calabrio, Verint, Pipkins, NICE/IEX, etc.) that includes real-time adherence preferred.

* SWPP certification for workforce management is preferred