Award-winning: Sentara is a Virginia and Northeastern North Carolina based not-for-profit integrated healthcare provider that has been in business for over 131 years. Offering more than 500 sites of care including 12 hospitals, PACE (Elder Care), home health, hospice, medical groups, imaging services, therapy, outpatient surgery centers, and an 858,000 member health plan. The people of the communities that we serve have nominated Sentara “Employer of Choice” for over ten years. U.S. News and World Report has recognized Sentara as having the Best Hospitals for 15+ years. Sentara offers professional development and a continued employment philosophy!
When you join Sentara in a professional or management role, you become part of a progressive team of business leaders and operational experts. Our organization and our people are highly respected for the knowledge and innovation that we demonstrate each day. Working with us is an opportunity to have a positive influence on our growth and the communities we serve.
Designs, produces and analyzes customer operations data. Creates and maintains reports for business operations and special projects as it pertains to operational processes. Utilizes knowledge of numerous applications, databases, information systems, statistical tools and analytical principles to monitor and analyze information in support of the business. Assists in the implementation, maintenance and improvement of information systems.
This position is responsible for performing both real-time analysis and scheduling functions as determined by current business needs.
Requirements:
· Minimum of three years related experience in Operations, IT, or reporting is required.
· 2 years' experience in a centralized call center environment preferred.
· WFM and/or scheduling experience preferred.
· NICE/IEX experience preferred.
· Bachelor's Degree preferred.
How you will make an impact:
· Performs real-time analysis duties to ensure service levels are met.
· Monitors call volume demand in real time and flexes workforce accordingly.
· Ensures that the best possible call center service levels are achieved to maximize utilization.
· Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained.
· Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and planned time off (PAL) planning.
· Determines how to best distribute the staff to meet projected call volumes.
· Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns.
· Utilizes shift schedule templates to determine shifts.
· Creates shift schedules in WFM system.
· Develops a set of priority rules that will govern how shifts are assigned.
· Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.
This position is responsible for performing both real-time analysis and scheduling functions as determined by current business needs.
Benefits: Sentara offers an attractive array of full-time benefits to include Medical, Dental, Vision, Paid Time Off, Sick, Tuition Reimbursement, a 401k/403B, 401a, Performance Plus Bonus, Career Advancement Opportunities, Work Perks, and more.
Our success is supported by a family-friendly culture that encourages community involvement and creates unlimited opportunities for development and growth.
Be a part of an excellent healthcare organization that cares about our People, Quality, Patient Safety, Service, and Integrity. Join a team that has a mission to improve health every day and a vision to be the healthcare choice of the communities that we serve!
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Sentara prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.
