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Successful support of Operations Business partners in the execution in establishment of daily work direction, real-time inventory routing management, and execution of staff forecasting and planning to support multiple back-office operations with their inventory service level requirements and business objectives.

Primary Responsibilities:

- Partner with Operations, putting customer experience at the forefront when managing through challenges. Know your business. Build a Trusted Advisor Relationship.
- Work independently and have a strong business ownership, while serving as a resource to others.
- Take specific actions to collaborate and build trusting relationships with business partners and those we serve.
- Be a Trusted Advisor to Operations, team members and management as needed, as well as being a resource to all Business Partners - A trusted advisor is someone who has exceptional, targeted knowledge in a particular industry; one you can expect to provide unbiased advice.
- Proactively plan according to current trends; strategize based on anticipated trends and projections.
- Enable data-driven decisions that establish Workforce Planning & Support as a 'trusted advisor'.
- Plan and facilitate effective meetings, providing explicit communication of tasks at hand and appropriate follow up to keep channels of communication open across stake holders.
- - Adjust meetings as necessary to fit within the business schedule.

- - Provide an agenda, as well as notes with appropriate action items after each meeting.

- Collaborate with all workforce planning functions to support WPS unification efforts and streamlining services provided.
- Improve inventory planning and alignment between Workforce Analysts (WFA), Short Range Planning (SRP), Long Range Planning (LRP), Scheduling & Configuration, and Industrial Engineering (IE) teams by analyzing data, identifying opportunities to planning partners to ensure appropriate staffing and inventory/aging service levels.
- - Work with business partners to understand their general processes and workflow, using shadowing as an opportunity to strengthen our products and services.





- Analyze inventory and performance against targets and determine corresponding work direction and to identify opportunities for operations.
- Effectively communicate the daily work direction plan for/to Operations, Supervisors, Managers, Directors, and VPs, verbally and/or in writing.
- Administer skills/profiles database and routing prioritization logic to ensure accurate work assignment.
- Conduct data analysis of current state inventory, receipts, completions, capacity, and agent performance including intraday data and metric monitoring, detect inventory and performance issues, and immediately communicate concerns- collaborating with Operations partners to make necessary adjustments to solve for broken process, routing, or other issues causing stalled inventory/service, which includes ensuring that roadblocks, holds, and other issues are escalated with appropriate urgency.
- Perform ad hoc analysis and reporting to identify trends, patterns, and opportunities to improve overall business performance.
- Support the preparation, maintenance and analysis of reports, dashboards and monthly packages relating to staffing, inventory, and production levels, aging of inventory, and effectiveness of performance.
- Support business areas during reported system outage and latency.
- Provide guidance to operations on appropriate scheduling practices to achieve 95-105% conformance, utilizing appropriate processes; or realize a 2% improvement throughout the year.
- Deliver Quality the first time, every time.
- Eliminate mistakes, increase credibility, reduce rework, maintain our Brand, Live our Cultural values.
- Rigor, Discipline and Consistency in our daily to weekly support of our operational teams, ensuring deadlines are met and commitments are honored, while supporting an overall accuracy of work.
- Escalate issues when goals may be compromised, there is risk of financial targets not being achieved and/or the customer experience may be unsatisfactory unless deliberate actions are taken. Analyze performance and make recommendations to ensure financial goals are achieved. (PGs, Financial OT)
- Engage in productive discussions with operations regarding the analysis of data for their respective teams.




- Drive scheduling and capacity planning accuracy through the use of WPS tools.
- Mentoring within WP&S; - tips and tricks, knowledge share, best practices.
- Demonstrate innovation and improve process.
- Offer creative solutions to improve processes.
- Develop solutions to improve the execution of WP&S; support to Business Operations and drive departmental initiatives.
- Demonstrate an innovative mindset.
- Seek innovative ways to streamline and increase efficiencies in our overall processes.
- Identify ways to simplify processes/reporting/communication/tools/products so it is most effective.
- Seek automation opportunities.

Qualifications - Internal

Required Qualifications:

- Graduate
- 1+ years of experience using MS Excel working with data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions.
- 1+ years of experience analyzing information from multiple data sources to identify trends and outliers for issue detection and problem resolution.
- 1+ years of experience with either back-office or call center transaction and production tracking applications
- Excellent verbal and written communication skills, including proven ability to effectively present data and trend analysis, work direction, concerns regarding performance, action plans, solutions and opportunities.
- Intermediate level proficiency in MS Word and MS PowerPoint
- Adaptable and able to quickly move with change while maintaining a positive attitude.
- Ability to work a flexible schedule as needed for infrequent occasions, including early hours, weekends, and holidays.

Preferred Qualifications:

- Associate's degree or 2+ years of experience in business/finance analysis or workforce forecasting and planning
- Previous experience communicating with, and presenting to, VPs or Directors to provide performance status and recommendations as well as collaborate for solutions.
- Previous experience in capacity modeling, six sigma/process improvement, or project management
- Previous experience leading medium-sized projects
- Previous experience with MS Access with the ability to understand queries.
- Previous experience maintaining an automated work routing application in a back-office environment, i.e., enterprise work router
- Previous experience working with scheduling applications, e.g., IEX
- Previous experience in Tableau with skills in creating ad hoc reports.
- Previous experience using MS Visio for process flows/mapping.
- Experience in the Healthcare Industry with products and services

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