Forecast Workforce Analyst Full Time Days WFD Tampa

DescriptionForecast Workforce Analyst AdventHealth Tampa Location Address: 3100 East Fletcher Avenue Tampa, Florida 33613 Top Reasons to Work at AdventHealth Tampa Florida Hospital Pepin Heart Institute, known across the country for its advances in cardiovascular disease prevention, diagnosis, treatment and research. Surgical Pioneers - the first in Tampa with the latest robotics in spine surgery Building a brand new, six story surgical and patient care tower which will ensure state of the art medical and surgical car for generations to come Awarded the Get With The Guidelines - Stroke GOLD Quality Achievement Award from the American Heart Association/American Stroke Association and have been recognized as a recipient of their Target: Stroke Honor Roll for our expertise in stroke care. We have also received certification by The Joint Commission in collaboration with the American Stroke Association as a Primary Stroke Center. Work Hours/Shift: Full Time Days 40 Hours Per Week with a Mon-Fri Work Schedule. You Will Be Responsible For: PRINCIPAL DUTIES AND JOB RESPONSIBILITIES: • Apply critical thinking skills and use decisive judgment to take appropriate actions with minimal supervision, as needed • Exhibit ability to work in a fast-paced environment • Develop and maintain comprehensive forecasting and scheduling models • Use workforce management tools to forecast volumes, create staffing requirements, and generate work schedules for contact centers that meet or exceed service level, abandonment rate, and other key performance indicators • Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs of NAC. • Study real-time and historical data to modify forecasting; strive for continuous improvement in forecasting and staffing • Lead and manage processes for shift bids, vacation shift bids, time-off requests, and requests for overtime • Maintain a local database to manage employee information, performance trends, and other related data • Maintain and provide budget-related data, including projected FTE requirements, employee turnover rate, shrinkage rate, abandonment rate, call volume, and attrition rate • Ensure the accuracy and timeliness of segment entry requests and skill changes • Utilize and maintain available reporting systems; produce routine and non-routine reports and presentations, including daily contact center performance, root-cause analysis, and trends and behaviors • Assist the Real-Time Workforce Analyst to ensure associates are following schedules and meeting service level and abandonment goals • Serve as a backup for the Workforce Supervisor, as necessary • Utilize critical thinking skills to offer prompt and efficient assistance to NAC leadership regarding staffing projections and reporting • Actively work with other NAC staff and leaders to achieve established performance metric standards • Perform other duties as assigned by the Supervisor or other NAC leaders QualificationsWhat You Will Need: KNOWLEDGE AND EXPERIENCE STRONGLY PREFERRED: KNOWLEDGE AND SKILLS REQUIRED: • Ability to articulate the mission of AH and the NAC • Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals • Demonstrated interpersonal, customer relations, and communication skills • Ability to lead or facilitate training and education • Personal integrity and an ability to work under stress • Strong organizational and coordination skills • Strong attention to detail and ability to take initiative to resolve immediate or urgent problems • Effective communicator in English, both orally and in writing • Typing skills of at least 45 words per minute • Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment • Demonstrates regular, consistent and punctual attendance • Proficiency in Microsoft Suite programs and Adobe • Technological aptitude to master additional programs, technologies, and databases KNOWLEDGE AND EXPERIENCE PREFERRED: • Staff forecasting and schedule development within a contact center EDUCATION AND EXPERIENCE REQUIRED: Bachelors and 3+ years experience EDUCATION AND EXPERIENCE PREFERRED: REQUIRED: • High school diploma or equivalent • Minimum three years prior experience with workforce management process and applications (e.g. ASPECT, Genesys, inContact, Verint) • Advanced MS Excel experience EDUCATION AND EXPERIENCE PREFERRED: • Bachelor''s degree • Experience with telephony systems or complex forecasting modeling • Experience using Erlang C LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED: • LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED: NA SUPERVISORY RESPONSIBILITIES LIVING OUR SERVICE STANDARDS How we treat those we serve and each other is what sets us apart from other healthcare organizations. We want everyone who walks through our doors to feel loved, cared for, and at ease. Whether you are clinical or non-clinical, your actions and behaviors can create an environment that either builds trust or causes anxiety and fear. We have made it easy for you to ensure that you are always building trust and providing excellent care by exhibiting our Service Standards. All team members will be held accountable for consistently living out our 16 Service Standards and the additional behaviors listed below to ensure that every person, every time has an exceptional experience. KEEP ME SAFE I make safety my number one priority. I protect privacy and confidentiality. I keep my environment clean. I follow the dress code and wear my badge correctly. LOVE ME I treat others with uncommon compassion. I nurture whole-person care through CREATION Health. I treat others with fairness and respect. I listen and communicate using iCARE. (Introduce, Connect, Anticipate, Reinforce, Extend) MAKE IT EASY I help guests to their destination. I speak highly of others to provide connected care. I collaborate to create solutions, not excuses. I innovate and continually seek ways to improve our work. OWN IT I am positive and aim to exceed all expectations. I follow through on commitments. I use discretion with personal devices. I recover service and restore trust using ACT. (Acknowledge/Apologize, Correct, Thank) Team members must conform to all AdventHealth organizational and departmental policies and procedures including but not limited to: • Mission • Vision • Values • Code of Conduct as outlined in the ''Guidelines for Employees'' handbook Establishes and maintains a history of regular attendance; makes appropriate use of PDO and observes department call-in procedures for absence; establishes and maintains punctual work habits. Exhibits timely arrival and departure and dependable time habits including meal and other breaks. Attends and participates in mandatory facility-wide and department training/meetings as required (including but not limited to: ALN, safety training, etc.). Is able to demonstrate and apply knowledge of fire, safety, security, and disaster procedure regulations as presented in orientation, outlined in the safety manual, and as pertains to each work area. Required to respond to emergency situations (i.e. disasters, hurricanes, etc.) by reporting to department and staying until the crisis is over or your position is covered by incoming personnel. This is a mandatory requirement. Refusal to respond may result in termination. Contributes to the successful achievement of department-stated goals and objectives and will facilitate staff cohesiveness and communication. REQUIRED COMPETENCIES • Technology - comfortable using computer terminal for extended time frames • Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful; ability to adapt to irregular hours due to extended hours of operation • Building Partnerships - Developing and leveraging relationships within and across work groups to achieve results • Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listens actively to others; exhibits excellent oral and written communication skills • Develops Self - Understands own strengths and development needs, learns from experience, and owns personal development • Service Orientation - Listens to and understands the customer, anticipates customer needs, and gives high priority to customer satisfaction • Teams with Others - Creates an environment that values individual perspectives while driving toward common goals; assists teammates as necessary • Managing Work (incudes Time Management) - Effectively managing one''s time and resources to ensure that work is completed efficiently This position description reflects the general duties and responsibilities necessary to describe the principal functions of the job, as identified, and shall not be considered an exhaustive list of job responsibilities which may be inherent in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. The responsibilities listed may be subject to change at any time and individuals may be asked to perform duties outside of their regular responsibilities to support the ongoing operations of AdventHealth and its facilities. Job Summary: The Network Access Center (NAC) Forecasting & Scheduling Workforce Analyst is responsible for forecasting volume and projecting staffing needs to adequately support all services within a rapidly growing centralized environment. Major responsibilities of this position include accurately projecting FTE requirements for near-term, long-term, and overall budgeting purposes; additional key responsibilities include identifying trends and behaviors to ensure optimal cost effectiveness and operational efficiency and producing associate schedules to meet established NAC service levels, KPIs, goals, and objectives. The Forecasting & Scheduling Workforce Analyst is also responsible for researching causes for underperformance, identifying areas of improvement within the workforce management strategy, and adjusting associate schedules to meet NAC service standards. The analysis performed by this individual is substantially complex and requires a high degree of analytical skills, independent decision making, and organization to turn large sets of data into meaningful analyses. This role is expected to collaborate with other team members and leaders to ensure staffing levels support each service''s quality and performance goals. The Analyst reports to the department Supervisor and maintains a working knowledge of all technology systems and databases required to perform this function. This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Created: 2025-11-15