Call Center Forecast Analyst

Banner Health - Phoenix, AZ3.8

Full-timeEstimated: $55,000 - $76,000 a year
Those who have joined the Banner mission come from all walks of life, united by the common goal: Make health care easier, so life can be better. If changing health care for the better sounds like something you want to be part of, we want to hear from you.

This is an exciting new opportunity to be part of our growing Resource Optimization Center – also known as the ROC. You will report to the ROC Senior Director and will have two Forecast Planning Specialist colleagues. The ROC team consists of a variety of positions – we have Forecasters, Schedulers, Real-time Analysts, and Business Analysts – all supporting the Banner Health contact centers. In this role, you will be supporting the Banner Health contact centers by building short- and long-term call volume forecasts and creating the workforce capacity plans for the phone agent staffing requirements.

Your role will be critical to our organization’s success. You will be responsible for building the long-term plan to achieve our abandon call rate goals. Here is a highlight of the daily job activities: Forecasting the call volumes and handling times for the short-term intraday plans; this determines the staffing requirements by day of week and time of day. Forecasting the long-term workload requirements for our capacity plans, as well as projecting the workforce available by forecasting attrition and shrinkage trends. The end result is the creation of hiring plans for the contact centers. Conducting what-if scenarios to determine whether it makes sense to consolidate contact groups, and provide sensitivity analysis that shows the impact on abandon rates if we’re not staffed appropriately. Evaluate external drivers to determine if there is forecasting intelligence provided beyond looking at the historical call volume patterns.

Banner Health is investing significant resources to our contact centers to enhance the customer experience. The exciting part is joining us at the beginning of this journey as we’re building a high-performing team and creating a customer-centric culture.

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options so you can focus on being the best at what you do and enjoying your life.

About Banner Health Corporate
Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

About Banner Health
Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

Job Summary

The Workforce Management Planning Specialist will be responsible for generating and maintaining the long-term contact center resource plans for the Banner Health customer service network (Banner Health Network, Banner Medical Group, Banner Pharmacy Services, customer service, employee benefit services, and individual facility support, as well as all virtual contact channels). Incumbents must be able to apply theoretical techniques to real world business issues. This role is responsible for forecasting the contact center demand and workforce resources in order to achieve the Banner Health Abandon Contact Rate and financial goals. This position will provide ongoing analysis of contact center staffing performance and contact volume trends.

Essential Functions

Construct and maintain contact center workforce capacity plans based on forecasted demand (contact volumes and handling times) and projected staffing (contact center agents). The capacity plans will show staffing requirements based on both run rate trends and budget guidelines.

Develop structural and replicable demand forecasting models using advanced business knowledge of key contact volume drivers. The models pertain to long-term and short-term contact volume and Customer Handling Time.

Develop contact center key driver metrics (off-the-phone shrinkage, hiring, attrition, overtime) as throughput into the overall long-term planning model. Conduct what if capacity plan scenario analyses to determine potential solutions to improve Abandon Contact Rate performance. The options will take into consideration changes to contact delivery logic, contact center configuration, and customer workflow processes.

Provide guidance and direction on configuration strategies across Banner contact center enterprise through interpreting complex analytics regarding contact volumes, staffing dynamics, and process workflows.

Generate reporting of key performance indicators such as contact volume and customer handling time performance versus forecast, as well as hiring adherence and staff attrition performance compared to plan.

Manage data flows from multiple sources, and continually question the integrity of input data through testing and reconciliation activities. Communicate capacity plans to all levels of business in order to ensure flawless delivery of the plan. Effectively communicate complex analysis in a clear audience-specific way.

Establish and maintain strong linkages with business partners to ensure appropriate information flow and incorporation of forecast inputs such as clinic encounters, outpatient registrations, surgical procedures, marketing initiatives, and demand reduction.

Build consensus through superior interpersonal skills to gain buy-in for delivering proactive staffing plans to deliver on the organizations Abandon Contact Rate goals. Develop and maintain strong working relationships with key business partners and stakeholders.

Minimum Qualifications

Bachelors degree in mathematics, statistics, or business, or equivalent education and experience required.

Four plus years of contact center long-term capacity planning experience required. This includes experience in applying statistical techniques (modeling, regression methods, decision trees, and forecasting, clustering, time series).Proven planning experience in a complex, multi-site/multi-media contact center environment (preferably covering all aspects of the planning cycle). Demonstrated success in collaborating and influencing business partners to drive transformational change through leveraging data and analytics. Superior verbal, written, interpersonal, and presentation skills. Able to apply theoretical techniques to real world business issues. Strong analytical abilities to provide options and strategies based on data and informed experience.Must be a proactive, flexible self-starter. Driven, highly organized, with attention to details.Excellent time management and prioritization skills.

Proficiency with Microsoft Excel

Preferred Qualifications

Advanced degree preferred.Long term forecasting experience in a contact center environment preferred.Knowledge and working experience with Aspect WFM scheduling softwareHealthcare industry experienceExperience with statistical programming software (i.e. SAS)Working knowledge of the Banner Health contact center segmentsWorkforce management experience related to contact delivery/routing and contact agent resource scheduling is desired.

Additional related education and/or experience preferred.