Be inspired. Be rewarded. Belong. At Emory Healthcare.
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:
• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more
Work Location: Atlanta, GA
Description In conjunction with departmental customers, conducts business analysis of information systems and identifies business objectives, requirements and information management needsCoordinates planning and implementation of systems related projectsAssists in the development of technology plans and strategies which support of departmental objectives and the overall organizational mission and objectivesWorks to maintain a high level of client satisfaction with Information Services as provided to assigned clientsAttends meetings of professional, civic and services organizationsPromotes good public and professional relationsContributes to published articles, presents public speeches, and teachesAdministers and ensures compliance to departmental policies and procedures in accordance with state, federal, and organizational guidelinesWorks with manager to formulate plan for professional developmentAttends educational in-services as appropriateParticipates in professional activities and organizations to maintain knowledge of current trends, practices, and developmentsIdentifies and develops solutions for customers' information technology needsMonitors and analyzes the delivery of ongoing information services provided to assigned clientsServes as a client advocate identifying and facilitating solutions for the clients' information technology needsManages systems projects to assure that business objectives and requirements are realizedCollects, organizes, and analyzes data and generates and provides accurate and complete reports for management and/or regulatory agenciesInterprets applicable regulations and establishes filing and auditing procedures to ensure records and files are accurate and in complianceWorks closely with clients to foster the development and successful implementation of innovative, high quality business solutions and ensure a high level of satisfaction with services providedPerforms other related duties as requiredForcasting & PlanningAnalyze historical call volume, average handle time, and other key metrics to predict future workloadDevelop short-term, medium-term, and long-term forecasts using statistical modelsIdentify and adjust for seasonal trends, marketing campaigns, and other business impactsProvide reports and insights on forecast performance and variance analysis.Scheduling & Capacity PlanningCreate and manage agent schedules to align with forecasted demandOptimize shift patterns, breaks, lunches, and off-phone activities to maximize efficiencyEnsure compliance with labor laws, company policies, and agent preferences when schedulingManage and approve time-off requests, shift swaps, and other scheduling adjustmentsCoordinate with training, quality assurance, and other departments for non-call schedulingMaintain accurate records of staffing levels and schedule adherenceReal-Time Monitoring & Intraday ManagemenetMonitor real-time call volume, agent availability, and service levels to make dynamic adjustmentsIdentify and respond to unexpected fluctuations in workloadCommunicate with team leads and supervisors to ensure proper staffing coverageImplement immediate corrective actions to address adherence and occupancy issuesTechnology & Process ImprovementUtilize workforce management software to enhance forecasting and scheduling accuracyIdentify opportunities for automation and process improvements in WFM operationsStay updated on industry trends and workforce optimization strategiesProvide recommendations for improving workforce planning efficiencyMINIMUM QUALIFICATIONS:
A bachelor's degreeThree to five years of experience in planning and applying information technology to one or more business functionsCombination of education and experience may be considered in lieu of a degreePREFERRED QUALIFICATIONS:
Proficiency in WFM software (e.g., Verint, NICE, Genesys, Aspect)Strong analytical skills with experience using Excel, SQL, or BI tools for data analysisExperience with real-time workforce management and intraday schedulingKnowledge of call center KPIs such as ASA, SL, AHT, and occupancyFamiliarity with automation tools for scheduling and forecasting improvements
JOIN OUR TEAM TODAY! Emory Healthcare (EHC), part of Emory University (EUV), is the most comprehensive academic health system in Georgia and the first and only in Georgia with a Magnet® designated ambulatory practice. We are made up of 11 hospitals-4 Magnet® designated, the Emory Clinic, and more than 425 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 3,450 physicians concentrating in 70 different subspecialties.
Additional DetailsEmory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.
Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.
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