Workforce Coordinator

Performance Analyst

At Children's Wisconsin, we believe kids deserve the best. Children's Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.

We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today.

Job Summary: This role is responsible for providing performance analysis to monitor and ensure contact center service levels are consistently met.

Essential Functions

• Utilizes contact center management tools to monitor, manage and critically evaluate real time call queues, wait times, service levels, abandonment rates, and other call statistics, as well as team member availability.
• Reviews daily schedule to anticipate coverage issues. Takes appropriate actions to staff coverage gaps for the goal achievement of all departments.
• Generates and distributes real-time reports and dashboards to leadership, summarizing contact center performance and trends.
• Identifies areas of improvement by identifying trends and patterns that impact contact center performance and escalates issues or concerns to appropriate teams.
• Works closely and effectively communicates with contact center managers, supervisors, and leads to develop and implement action plans to address performance gaps. Provides recommendations for staffing adjustments based on call volume forecasts and team member availability.

Education

• High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) required
• Associate's Degree preferred

Experience

• 2+ years contact center environment experience required
• Previous workforce planning or quality monitoring experience preferred

Knowledge, Skills and Abilities

• Requires excellent communication and interpersonal skills in order to collaborate with all levels of leadership and front line team members, in a fast paced contact center environment.
• Ability to communicate effectively with all levels of leadership
• Ability to make critical decisions and solve problems under pressure
• Maintain a high level of confidentiality and professionalism
• Proficiency in personal computer skills and Microsoft Office

Required for All Jobs

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be requested in the performance of this job.
• Employment is at-will. This document does not create an employment contract, implied or otherwise.

Full Remote Work Opportunity

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.