Sentara Healthcare - Virginia Beach, VA
posted 4 months ago
As a Business Analyst in Operations/Scheduling at Sentara Healthcare, you will play a crucial role in designing, producing, and analyzing customer operations data. Your primary responsibility will be to create and maintain reports that pertain to business operations and special projects, focusing on operational processes. You will utilize your knowledge of various applications, databases, information systems, statistical tools, and analytical principles to monitor and analyze information that supports the business objectives. This position requires you to assist in the implementation, maintenance, and improvement of information systems to enhance operational efficiency. In this role, you will be responsible for performing both real-time analysis and scheduling functions based on current business needs. You will ensure that service levels are met by performing real-time analysis duties, monitoring call volume demand, and adjusting the workforce accordingly. Your efforts will be directed towards achieving optimal call center service levels to maximize utilization. You will monitor call volume and average speed of answer (ASA) in real-time, adjusting schedules to maintain consistent service levels. Additionally, you will design and manage an efficient staff scheduling system for short-term future needs, which includes developing shift requirements and planning for time off. You will analyze historical patterns to understand the nature, variance, and seasonality of call arrival patterns, utilizing shift schedule templates to determine shifts and creating shift schedules in the Workforce Management (WFM) system. Establishing a set of priority rules for shift assignments and creating scheduling resources and monitoring systems will also be part of your responsibilities. Your analytical skills will be essential in ensuring that the best possible staffing solutions are implemented to meet projected call volumes.