Applications No Longer Accepted On (If no date is displayed, job is posted as open until closed): 09-12-2024
Job Description:
The State of Nebraska, Department of Health and Human Services is seeking a Workforce Management Analyst, for the Office of Economic Assistance. The successful candidate will participate in and support a culture where employees are highly motivated, energetic, excited, and enthusiastic working at DHHS. This is an analytical position that will require you to work independently with a high level of attention to detail.
As the Workforce Management Analyst you will:
•Need to be able to review multiple data elements, individually develop a staffing strategy and communicate the plan to the customer service center management team.
•Perform Business Analyst duties in the development and maintenance of the Workforce Management system for ACCESSNebraska and the Hotline.
•Conduct data analysis to prepare contact center performance reports that capture trends and variances.
•Develop and maintain the Workforce Management Platform utilized for forecasting and scheduling.
•Develop and maintain the call flows for the programs Interactive Voice Response system.
•Analyze the real time queues and adjust resources to meet service levels.
Hiring Wage: $25.685 per hour - non-exempt
Work Schedule: Monday - Friday; 8:00 AM - 5:00 PM
Dress Attire: Business Casual
Position located statewide pending location availability approval
Requirements / Qualifications:
Minimum Qualifications: Post high school coursework, training, or experience in the analysis of business processes and system requirements, and the creation of business process applications.
Preferred Qualifications:
Workforce Management experience preferred; to include experience in data analysis, business intelligence, capacity planning, IT, forecasting, scheduling, data science, ACD (Automatic Call Distributor), IVR, or other analyst experience.
Knowledge of: system design and analysis; computers and electronics; basic arithmetic; needs assessment techniques; quality service standards; alternative delivery systems; customer satisfaction evaluation techniques; information requirements analysis; specification development and writing; prototype evaluation; principles and processes involved in business and organization planning, coordination and execution; design techniques, principles, tools and instruments; instructional methods and training techniques.
Skill in: facilitation to solve problems; using math to solve problems; using scientific methods to solve problems; information gathering; conveying users perspective to technical people in technical language and technical perspective to users in non-technical language; using logic and analysis to identify the strengths and weaknesses of different approaches; identifying the nature of problems; conducting tests to determine whether equipment, software, or procedures are operating as expected; reading comprehension; active listening; reorganizing information to get a better approach to problems or tasks.
Ability to: communicate information to others, orally and in writing; recognize and identify problems; combine separate pieces of information , or specific answers to problems, to form general rules or conclusions; apply general rules to specific problems to come up with logical answers; correctly follow a given rule or set of rules in order to arrange things or actions in a certain order; combine and organize different pieces of information into a meaningful pattern; interact with computers; analyze data or information; obtain information needed to do the job; think logically; evaluate information against a set of standards and verify that it is correct; document/record information; organize, plan and prioritize work.
Benefits
We offer a comprehensive package of pay, benefits, paid time off, retirement and professional development opportunities to help you get the most out of your career and life. Your paycheck is just part of your total compensation.
Check out all that the State of Nebraska has to offer! Benefit eligibility may vary by position, agency and employment status. For more information on benefits, please visit: https://statejobs.nebraska.gov/index.html#benefits
Equal Opportunity Statement
The State of Nebraska values our teammates as well as a supportive environment that strives to promote diversity, inclusion, and belonging. We recruit, hire, train, and promote in all job classifications and at all levels without regard to race, color, religion, sex. age, national origin, disability, marital status or genetics.
Current employees of the State of Nebraska should NOT apply on this external career. Instead go to Workday and access the Jobs Hub - Internal Apply app from your home landing page.
