Manager, Workforce Management & Data Analytics

Overview

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Manager, Workforce Management & Data Analytics is responsible for developing the strategy for workforce planning, healthcare technology, and performance analytics across both internal teams and vendor partners. Owns the reporting and analytics process, from ensuring data accuracy to creating executive-level dashboards and translating data into clear insights that guide business strategy to improve the patient experience. Uses advanced analytics, workforce management tools, and current industry best practices to ensure effective staff planning to deliver a high-quality, efficient service experience to patients within the PAC environment for the Hackensack Meridian Health network.

Balances daily operational leadership—with decisive action based on staffing and scheduling impact on service levels and ensuring SLAs are met—with providing strategic, data-driven recommendations to senior leaders to inform long-term decisions. Leads a team of analysts, oversees all data and reporting systems, and fosters a culture of data-driven improvement.

• Lead the overall strategy for workforce planning and analytics, designing call flows, managing IVR/IVA tools, and advising senior leadership on long-term capacity planning while overseeing vendor performance.
• Manage the complete data analytics function by setting data governance standards and overseeing all reporting, while using advanced analytics and AI to analyze data from key systems (WFM software, EMRs such as EPIC, and Knowledge Management) as well as patient surveys to drive performance improvements.
• Monitor and react to SLAs by managing and performing recovery actions to ensure a high level of service.
• Continuously review existing processes and research new ones for possible automation improvements/enhancements.
• Provide real-time escalation, recovery, and restore capabilities for any failure of service.
• Provide KPI reporting compared to goals.
• Manage business activities such as root cause analysis, staff skills, and profile management.
• Forecast call volumes with a high degree of accuracy: interval, daily/monthly call volumes, handle times, and SLAs, applying knowledge of AI-powered forecasting models.
• Utilize workforce management tools/software (Calabrio WFM, Verint, Genesys) to determine staff requirements.
• Create, modify, and maintain forecast models that accurately predict events given changes in operating assumptions.
• Perform various ad hoc analyses, formulate conclusions, and present to management.
• Maintain correct schedule information, including FMLA, days off/vacations, and team meetings.
• Ensure schedule integrity by maintaining accurate agent information, including multiple status levels such as hours available to work.
• Provide feedback to the management team regarding agent scheduling concerns.
• Manage and oversee team performance through performance planning, coaching, and appraisals. Mentor and develop a high-performing team of analysts with skills in data analysis, statistical modeling, and WFM principles.
• Maintain a working knowledge of applicable laws and regulations, HMH Compliance Program, Standards of Conduct, and related policies to ensure adherence.
• Understand and adhere to confidentiality requirements for team member information.
• Support and participate in a collaborative team-oriented environment.
• Provide regular coaching and feedback to direct reports to grow functional skills and leadership capabilities.
• Demonstrate understanding of performance and leadership standards and apply to hiring decisions.
• Understand and communicate the department's vision to team members.
• Set clear expectations and develop onboarding plans…