• Job Description

  Req#: 144143

  Overview

  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 needs
  • Coordinates planning and implementation of systems related projects
  • Assists in the development of technology plans and strategies which support of departmental objectives and the overall organizational mission and objectives
  • Works to maintain a high level of client satisfaction with Information Services as provided to assigned clients
  • Attends meetings of professional, civic and services organizations
  • Promotes good public and professional relations
  • Contributes to published articles, presents public speeches, and teaches
  • Administers and ensures compliance to departmental policies and procedures in accordance with state, federal, and organizational guidelines
  • Works with manager to formulate plan for professional development
  • Attends educational in-services as appropriate
  • Participates in professional activities and organizations to maintain knowledge of current trends, practices, and developments
  • Identifies and develops solutions for customers' information technology needs
  • Monitors and analyzes the delivery of ongoing information services provided to assigned clients
  • Serves as a client advocate identifying and facilitating solutions for the clients' information technology needs
  • Manages systems projects to assure that business objectives and requirements are realized
  • Collects, organizes, and analyzes data and generates and provides accurate and complete reports for management and/or regulatory agencies
  • Interprets applicable regulations and establishes filing and auditing procedures to ensure records and files are accurate and in compliance
  • Works 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 provided
  • Performs other related duties as required
    • Forcasting & Planning
      • Analyze historical call volume, average handle time, and other key metrics to predict future workload
      • Develop short-term, medium-term, and long-term forecasts using statistical models
      • Identify and adjust for seasonal trends, marketing campaigns, and other business impacts
      • Provide reports and insights on forecast performance and variance analysis.
    • Scheduling & Capacity Planning
      • Create and manage agent schedules to align with forecasted demand
      • Optimize shift patterns, breaks, lunches, and off-phone activities to maximize efficiency
      • Ensure compliance with labor laws, company policies, and agent preferences when scheduling
      • Manage and approve time-off requests, shift swaps, and other scheduling adjustments
      • Coordinate with training, quality assurance, and other departments for non-call scheduling
      • Maintain accurate records of staffing levels and schedule adherence
    • Real-Time Monitoring & Intraday Managemenet
      • Monitor real-time call volume, agent availability, and service levels to make dynamic adjustments
      • Identify and respond to unexpected fluctuations in workload
      • Communicate with team leads and supervisors to ensure proper staffing coverage
      • Implement immediate corrective actions to address adherence and occupancy issues
    • Technology & Process Improvement
      • Utilize workforce management software to enhance forecasting and scheduling accuracy
      • Identify opportunities for automation and process improvements in WFM operations
      • Stay updated on industry trends and workforce optimization strategies
      • Provide recommendations for improving workforce planning efficiency

  MINIMUM QUALIFICATIONS:

  • A bachelor's degree
  • Three to five years of experience in planning and applying information technology to one or more business functions
  • Combination of education and experience may be considered in lieu of a degree

  PREFERRED QUALIFICATIONS:

  • Proficiency in WFM software (e.g., Verint, NICE, Genesys, Aspect)
  • Strong analytical skills with experience using Excel, SQL, or BI tools for data analysis
  • Experience with real-time workforce management and intraday scheduling
  • Knowledge of call center KPIs such as ASA, SL, AHT, and occupancy

  • Familiarity 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 Details

  Emory 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.

• About the company

  Emory Healthcare, part of Emory University, is the most extensive health care system in Georgia. We are made up of 11 hospitals, the Emory Clinic, and more than 250 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 2,800 physicians concentrating in 70 different subspecialties.

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