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Workforce Analyst Contact Center


OSF HealthCare


Location

Peoria, IL | United States


Job description

Workforce Analyst Contact Center Location Peoria, IL (Downtown Peoria area) : Overview: Expected pay for this position is $21.30 - $25.05/hour. Actual pay will be determined by experience, skills and internal equity. POSITION SUMMARY: The Workforce Analyst maintains a multi-channel Workforce Management (WFM) platform within OSF. The Workforce Analyst focuses on planning and optimizing the performance of OSF agents by analyzing pertinent data, historical performance, and trends in order to manage service levels, staff schedules, and schedule changes to achieve maximum efficiency and occupancy. This includes configuration of skills, call and multi-channel routing, historical trends, and anomalies. Qualifications: REQUIRED QUALIFICATIONS:

PREFERRED QUALIFICATIONS:
  • Education: Associate's Degree
  • Other skills/knowledge: Familiarity with OSF services, organizational practice, principles, and mission.
OSF HealthCare is an Equal Opportunity Employer.


Job tags

Full time


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