Workforce Management Remote Analyst (Finance)
Description
Vitalant is seeking a Workforce Management Analyst dedicated to making a positive difference. If you are results-driven and impact-inspired to helping others, and making a difference is vital for you, you'll experience a career built on purpose, an organization created to care, and a team committed to lead - together.
Your impact as a Workforce Management Analyst , is vital as our contact center plays a critical role in engaging donors to support our life-saving mission. As a Workforce Management Specialist, you'll help ensure our donor outreach efforts run efficiently by executing and managing inbound and outbound omnichannel contact strategies. You'll monitor real-time and intraday workforce needs, adjusting staffing levels based on contact volume and operational demands. Using data-driven insights, you'll analyze call patterns, handle times, and campaign effectiveness to maximize productivity and enhance donor engagement.
What to Expect
Schedule: M - F, 8 AM - 5 PM (Arizona Time)
To help you stay energized, engaged, and inspired, we offer a full range of benefits for you and your dependents.
- Medical, dental, and vision insurance
- 401K + 5% company match
- Tuition assistance up to $5k per year
- Free basic life and AD&D insurance
- Free short-and-long-term disability insurance
- Paid time off
- Employee Resource Groups
- Recognition and perks
- C ollaborate with leadership to coordinate staff scheduling
- Optimize workflows and integrate new contact center technologies.
- Interpret data, generate reports, and make strategic recommendations will directly impact our team's success.
- Utilize your s trong analytical skills, proficiency in Microsoft Excel, and experience in workforce management within a call center environment.
- Help with the integration and implementation of new contact center technologies.
- Continuously analyze handle times, call volume and other factors, adjusting
workflow to achieve business objectives. - Keys daily exceptions requests, updates contact platform schedules and responds to
escalated issues and ad-hoc requests. Ensures all contact center activity meets
assigned schedule adherence.
Requirements
Knowledge/ Education
- High school graduate or GED required.
- Knowledge of forecasting, scheduling and demand planning in a contact center setting required.
- Three years of call center experience required to include:
- Two years of Workforce Management (WFM) experience in a multi-channel call center environment required.
- One year of forecasting/scheduling experience in a call center environment required.
- Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting/scheduling software required.
- Spreadsheets with advanced formula application and database software (e.g. Excel) experience required.
- One year of experience using Workforce Management tools to create schedules/forecasts preferred
1. Must possess the skills and abilities to successfully perform all assigned duties and tasks.
2. Must be able to maintain confidentiality.
3. Must have effective oral and written communication skills.
4. Must be able to work flexible hours including evenings and weekends.
5. Must have good customer service and interpersonal skills.
6. Must be able to read and comprehend written procedures and instructions.
7. Ability to think and work independently.
8. Ability to multi-task in a fast-paced environment.
9. Must be proficient with Microsoft Outlook, Excel, Word. Cloud based dialer system.
Summary
About Us
Vitalant is one of the nation's largest nonprofit blood and biotherapies healthcare organizations, providing hospitals and patients across the U.S. a safe blood supply, specialized laboratory services, transfusion medicine expertise and world-renowned research. We have a network of 115 donation centers across the U.S. and host approximately 60,000 blood drives annually. Vitalant provides blood and special services to patients in more than 900 hospitals across the U.S. where millions of people depend on blood donations from our generous donors.
Vitalant is committed to fostering a diverse and inclusive workplace built on a foundation of respect, integrity, teamwork, and excellence. Through our DEI strategic plan, we create opportunities for employees of all backgrounds to feel valued, seen and heard. We believe this mission drives creativity and innovation, as employees experience an environment conducive to personal growth and career development.
EEO/Minorities/Females/Disabled/Veterans
Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to Careers@vitalant.org to let us know the nature of your request.
For more EEO information about applicant rights click here
