Call Center Workforce Management Business Analyst

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Johns Hopkins Health Plans is a leader in provider-sponsored health plans. If you are interested in improving how healthcare is delivered, and have a passion to be at the forefront of change, JHHP is the place to call home. YOU belong here.

What awaits you:

• Work-life balance - This is a hybrid role requiring you to work 1 day per week in the Hanover, MD office!
• Medical, Dental, and Vision Insurance.
• 403B Savings Plan w/employer contribution.
• Paid Time off & Paid holidays.
• Employee and Dependent Tuition assistance benefits.
• Health and wellness programs and MORE!

As the Workforce Management Business Analyst, you'll:

• Ensure the Contact Centers are staffed accurately to handle call handling goals, coordinate staffing requirements, evaluating Contact Center real-time performance including monitoring and tracking of unplanned and planned interruptions
• Responsible for call volume forecasts and service level performance for all Lines of Business and scheduling of 130+ call center agents.
• Develop strategies utilizing the WFM tools such as Community WFM and Avaya to ensure optimal skilling and shrinkage utilization to meet service level objectives for all lines of business
• Run, prepare, and analyze reports within the department
• Identify process improvements to present to management
• Serve as a resource for the reporting team to ensure that operational key performance indicators are achieved
• Execute workforce optimization strategy, staffing scheduling, and daily performance through real-time monitoring and oversight of activities
• Enter detailed data into workforce tools and applications to monitor the productivity of the call center agents to ensure service levels are met.
• Review past data, to provide forecasted workload, changes, assumption and inputs, along with solutions-oriented support for the team and provide insight to allow the management team to make staffing decisions.

What you'll bring:

• 5+ years' call center work experience and workforce management experience in an inbound call center.
  
  
  
  
  • 3+ years' working with report creation and data manipulation highly preferred.
  
  
  
  
• Advanced Excel experience required.
• 1+ years' SQL experience preferred
• Experience using workforce management software, telecommunication or other call center systems (e.g., Community, Five9, Avaya CMS, IEX Totalview, Aspect Ewfm, Verint).
• Ability to integrate and balance priorities, work activities and resources for the benefit of multiple key stakeholders

Who we are:

Johns Hopkins Health Plans (JHHP) is the managed care and health services business of Johns Hopkins Medicine. JHHP is a $3B business serving over 500,000 active members with lines of business in Medicaid, Medicare, commercial, military health, health solutions, and venture investments. JHHP is a leader in provider-sponsored health plans and is poised for future growth.

Many organizations talk about transforming the future of healthcare, at Johns Hopkins Health Plans, we are setting the pace for change within the healthcare industry. We develop innovative, analytics-driven health programs in collaboration with provider partners to drive improved quality and better health outcomes for our members and the communities we serve.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.