Oracle Hiring for Workforce Management Analyst, Global Healthcare Business Unit at Orlando, Florida Full Time

Job Description

Responsible for the delivery of Product Specifications Documents to supplier partner(s) or delivery of process specifications to meet business specifications.

May be done in partnership with business partner(s) or via guidance to business partner(s) for execution. Defines system specifications needed to roll out flexible business models. Responsible for understanding business objectives. Performs process or functional analysis to identify gaps compared to specifications, confers and/or drives issues with management for resolution, and ensures overall fulfillment of business specifications. Responsible for day-to-day engagement with business and/or process subject matter experts. Advises and consults with business teams prioritizing allocation of people resources, addressing project team problems ensuring that all team deliverables are met, and developing and presenting proposals of project plan and getting agreement from appropriate stakeholders. Understands and applies theories to policies and operating environment needed to effectively and efficiently complete assignments.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. 8 years relevant work experience. BS/BA preferred.

If you are a Colorado resident, Please
Contact us or Email us at [email protected] to receive compensation and benefits information for this role. Please include this Job ID: 137497 in the subject line of the email.

Responsibilities

Serve the cause to stop COVID-19 with Oracle! Workforce Management needs senior help tasking the call center for Oracle’s pandemic response tool GPAS (Global Pathogen Analysis System).

In this high-visibility role, the Healthcare Workforce Management Analyst will participate in all aspects of workforce management. The complexity of our work is vast and your individual contributions will be critical to tracking new variants of COVID-19. You’ll be collaborating globally with operational leadership on daily staffing activities, demand forecasting, scheduling, and analysis of service delivery. We provide planning and execution on resource management to ensure optimal delivery of service, driving organizational betterment through Workforce Management practices, maximizing the customer experience and improving key metrics. The Workforce Analyst will monitor activity to ensure the most qualified Agent is available to service customers to full resolution so that their life-saving work can move forward.

The emergence of more infectious variants of the COVID-19 virus is threatening to slow the global recovery and potentially thwart current vaccine immunity. To help governments and medical communities identify and act on these variants faster, Oxford University and Oracle have created a Global Pathogen Analysis System (GPAS) (https://www.oracle.com/emea/news/announcement/oxford-university-and-oracle-partner-to-speed-id-of-covid-19-variants-2021-05-16/) combining Oxford’s Scalable Pathogen Pipeline Platform (SP3 (https://sp3docs.mmmoxford.uk/overview.html) ) with the power of Oracle Cloud Infrastructure (OCI (https://www.oracle.com/emea/cloud/) ).

This role will be on-site in Orlando, FL upon Oracle offices re-opening.

What You’ll Do:

• Analyzing and incorporating key business drivers, initiatives, and growth into the demand forecast.

• Compile and maintain Support Agent attributes as it pertains Forecasting and Planning.

• Monitor and track Inbound/Outbound/Email/Chat/Service request activity.

• Identify trends in activity patterns or customer behavior and develop solutions to meet world-class service.

• Coordinate offline activities (e.g. training, meal breaks, overtime, and vacation allowances) globally to ensure consistent service delivery.

• Generate, audit, and optimize schedules globally to ensure optimal coverage across all products and languages worldwide.

• Produce, compile, and distribute weekly forecast to drive key business indicators

• Develop, Analyze, and Lead load balancing strategies to optimize staff utilization

• Troubleshoot activity imbalances, and routing issues for Inbound/Outbound/Email/Chat/Service request activity

What We Like To See:

• Bachelor’s degree or equivalent experience

• 10+ years’ experience working in a global Contact Center environment.

• 5+ years’ experience in a Global Workforce Management role

• Knowledge of Call Center dynamics, staffing strategies, staffing execution, and performance management

• Excellent organizational and analytical skills focused on workforce management forecasting, scheduling, and compliance monitoring

• Ability to work independently across all aspects of Workforce management, from budget forecasting and trend analysis through scheduling, intraday management, service requests, and compliance auditing

• Results oriented with a strong sense of accountability and urgency

• Excellent interpersonal and collaboration skills with a global team

• Proficient with core Microsoft Office Products (Word, Excel, Power Point)

What Will Make You Stand Out:

• 3+ years MOS /BI Analytics/OBIEE, SAP, Yellowfin or similar Business Intelligence solution experience

• Excellent Microsoft Excel Pivot Tables/Data Analysis/Database knowledge

• 5+ years’ experience in Health Care Contact Center environment

• 5+ years’ experience in Genesys WFM software

About Us

Innovation starts with inclusion at Oracle. We are committed to creating a workplace where all kinds of people can be themselves and do their best work. It’s when everyone’s voice is heard and valued, that we are inspired to go beyond what’s been done before. That’s why we need people with diverse backgrounds, beliefs, and abilities to help us create the future, and are proud to be an affirmative-action equal opportunity employer.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, age, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.