Providence Health Plan caregivers are not simply valued – they’re invaluable. Join our team and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Providence Health Plan is calling a Call Center Analyst, Workforce Management who will:

Serve as Workforce Management Analyst in a Contact Center environment
Lead all Workforce Management (WFM) tasks within the Providence Health Plan Contact Center
Serve as a key player in our ability to maintain a high level of customer service and member experience by analyzing workloads and rates of productivity to ensure we have the right size team to handle volumes
Pro-actively perform analysis of workloads to determine workforce needs
Build schedules as well as define short- and long-term staffing needs in a multi-channel contact center environment

We welcome 100% remote work for residents who reside in one of the following State(s) and or Region of Residency:

Oregon
Washington
California

Please note the following important details regarding this role:

Please have flexibility to work occasional evenings and weekends to meet deadlines

Required qualifications for this position include:

2+ years of experience in workforce management utilizing WFM software, preferably in contact centers with at least 100 employees

Preferred qualifications for this position include:

Bachelor's Degree - OR- a combination of equivalent education and experience
Certified Workforce Planning Professional (CWPP) designation
Experience with Calabrio Workforce Management software preferred (scheduling, performance tracking, reporting). Will consider other platforms like Avaya,Genesys, Verint and NiCE
MS Excel experience

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About Providence

At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Check out our benefits page for more information about our Benefits and Rewards.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.

Requsition ID: 273347
Company: Providence Jobs
Job Category: Customer Service
Job Function: Administration
Job Schedule: Full time
Job Shift: Day
Career Track: Admin Support
Department: 5018 OPS DIRECTOR CUST SERVICES OR REGION
Address: OR Beaverton 3601 SW Murray Blvd
Work Location: Murray Business Ctr Beaverton-Beaverton
Pay Range: $27.86 - $43.46
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.