Supervisor Contact Center WFM

The Supervisor, Contact Center WFM is expected to manage contact center resource schedules to ensure
workforce is optimally utilized and to assist in identifying opportunities for continuous improvement of
operations. The Supervisor, Contact Center WFM will be responsible for forecasting call volume, scheduling of
contact center staff resources, working with the Contact Center Manager and Supervisors to make intra-day
adjustments in response to unanticipated variations in contact volume or staffing. and overseeing the
supervision of the department's Workforce Management team.

The Supervisor, Contact Center WFM will also be responsible for conducting analysis and producing reports of patient service delivery metrics and will perform trending and analysis of other performance data to identify process improvement opportunities in support of the contact center.

This position will be responsible for tracking historical key business indicators to ensure accuracy
of forecasted call volume and call handling metrics to assist in ensuring that proper staffing is in place and in
support of operational process improvement initiatives. Supports contact center management reporting
requirements and cultivate a contact center culture that prioritizes humankindness and patient-centric care
consistent with Dignity Health and the medical group's "way" and culture.

• Provide strategic analytical support and interpretation of operational results as they affect the financial
  performance of the contact center in an effort to reduce costs and increase productivity.
• Create long term, interim and short term forecasts and staffing recommendations for inbound and outbound
  volumes and loads on a daily, weekly, monthly, and annual basis.
• Develop schedules to align with forecasted volumes utilizing workforce management software.
• Analyze productivity, service-level utilization, and staff trends to identify efficiency opportunities and provide
  recommendations as required for both phone and non-telephony related activities.
• Develop and approve daily time off allotments for staff.

Required

• Bachelors Other in Computer Science, Mathematics, Information Systems, Business Administration, or a related field and
• An equivalent combination of education and experience.
• Seven Years experience workforce management planning, predictive modeling, business and data analysis in a contact center of at least 200 agents.
• Refined working knowledge of statistical analysis of call center data, work force management and forecasting, statistical quality control, and an understanding of performance measurement tools.
• Strong written and verbal skills; ability to conduct analysis and
  presentation of statistical information.
• Ability to lead a team and provide supervision. 
• Proficient in contact center workforce management tools such as Aspect, Nice, Verint, TeleOpti or Monet.

Preferred

• Two years experience administrating a cloud workforce management platform in an Omni-channel contact center of at least 100 agents
• Lean Six Sigma or other process improvement methodology

Hello Humankindness: Join a Legacy of Healing at Saint Joseph’s Hospital and Medical Center (SJHMC)
Ready to make a real difference? Join SJHMC in Phoenix AZ., a 571-bed nonprofit founded by the Sisters of Mercy over 125 years ago. We're more than a hospital; we're a global destination for life-changing care, embracing patients with humankindness.

Here, your calling will flourish. We're not just a workplace; we're a community dedicated to a mission of service.

Leaders in Specialized Care:

• Barrow Neurological Institute (BNI): A world-renowned center for groundbreaking neurological research and innovative treatments.
• Norton Thoracic Institute (NTI): A national leader in advanced thoracic care with pioneering surgical techniques.
• Level I Trauma Center: One of Arizona's busiest ERs, providing immediate, comprehensive care for critically injured patients 24/7.

Why SJHMC?

• Culture of Excellence & Well-being: We care for our people, fostering professional and personal growth.
• Community & Collaboration: Be part of a network committed to global health and well-being.
• Join a Legacy, Shape a Future: Over 20% of our patients travel internationally for our specialized care.

This is an invitation to join a family of dedicated professionals at the forefront of medical innovation, united by the power of humankindness.

Depending on the position offered, CommonSpirit Health offers a generous benefit package, including but not limited to medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings, as may be amended from time to time. For more information, please visit our Total Rewards.

Unless directed by a Collective Bargaining Agreement, applications for this position will be considered on a rolling basis. CommonSpirit Health cannot anticipate the date by which a successful candidate may be identified.