At LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare.
Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our corporate team!
LifeStance Health is one of the nation’s largest providers of virtual and in-person outpatient mental health care for children, adolescents and adults experiencing a variety of mental health conditions. LifeStance Health is based in Scottsdale, Arizona.
Our Vision: A truly healthy society where mental and physical healthcare are unified to make lives better.
Our Mission: To help people lead healthier, more fulfilling lives by improving access to trusted, affordable and personalized mental healthcare.
Delivering Compassion – We care for people unconditionally and act with empathy always.
Building Relationships – We are collaborative, building enduring relationships to achieve more together.
Celebrating Difference – We respect the diversity of every individual’s lived experiences.
Since LifeStance Health was founded in 2017, we have grown to nearly 5,000 clinicians and team members serving patients in more than 370 locations. We acquire clinical practices and open new locations across the country, with thousands of new clinicians joining our mission every year. We are reimagining mental health.
Reporting directly to the Sr. Technology and Workforce Manager the Workforce Analyst is responsible for monitoringday to day activity of service channel interactions (Phone, Chat, Voicemail, email but not limited), staff activities, contact center functions and dashboard/reporting for each contact center. They will act as a liaison between the national and local teams.
Serve as Subject Matter Expert (SME) and Technology/Workforce Management liaison
Execute short- and long-term staffing models from the Sr. Technology and Workforce Manager
Monitor all inter-day activities of agents across all call center
Provide oversight for interaction management, work distribution and workload balancing to include long and short-term planning, schedule/shift analysis, and related recommendations
Responsible for partnering with local leaders on monitoring of intra-day performance and entering schedule exceptions to ensure local teams have an accurate assessment of staffing requirements, productivity, and performance
Partner with local leadership to manage agent time off based on needs of forecast/schedule. Work with leadership regarding schedule change requests, local time off calendar with hours allocated
Partner with local leadership to schedule team meetings and trainings based on historical volumes/forecast to minimize abandons and keep consistent service levels
Communicate regularly with local leadership on any adjustments necessary and reforecasts if appropriate
Dashboard and Reporting
Develop and manage dashboards and reporting for all contact centers
Partner with Sr. Technology and Workforce Manger to identify and report on historical data, trends, and averages to drive decisions of expected needs in performance and staffing levels
Partner with Sr. Technology and Workforce Manager to deliver status of progress made to identified goals and make recommendations on actions to take. Monitor KPI’s to maximize service levels and other required metrics
Work with the national team to identify productivity opportunity areas and work with the local leadership on trend monitoring
Keep abreast of key trends and present courses of action to be taken to capitalize on information
Contact Center Technology
Manage all on and off boarding of staff profile/access, add, changes, and deletes to interaction routing and queues (phone, chat, email, and voicemail), add, changes and deletions of contact center functions such as unavailable codes, dispositions, and interaction skills
Escalate system(s) issues to appropriate vendors and/or departments while clearly communicating system statuses to internal customers and management staff
In partnership with Sr. Manager process add, change and deletions related to the ongoing maintenance of functions within the Contact Center solution
Perform special projects and/or other duties as assigned
SKILLS & EXPERIENCE
Bachelor’s degree required; a concentration in business or related field preferred; mix of education and experience would include:
Associate degree plus 3 years minimum of relevant work experience
High school diploma or equivalent plus 5 years minimum of relevant work experience
3+ years of experience in workforce management
2+ years of experience in a healthcare setting preferred or relevant experience in a customer service environment
Experience with omni-channel contact center solutions
Experience working with a workforce management / phone system (on prem and soft phone)
Prior experience working in a 150+ seat call center/contact center environment preferred
Excellent analytical and data management skills with the ability to work with large amounts of data to identify both short-term and long-term trends and patterns
Experience working with workforce management systems, developing and management of contact center dashboards and reporting
Real Time Adherence (RTA) and daily intraday activities within a workforce management system, required
Experience with forecasting/capacity planning, preferred
Critical thinker with a creative approach to solving business problems as they arise
Ability to communicate both verbal and written to all levels of an organization with a high level of proficiency
Excellent organizational skills and strong attention to detail with ability to prioritize and effectively manage competing demands for both time and attention in a fast-paced environment
Effectively prepare and present information to Senior Management and Business Partners
Ability to make recommendations based on sound decision making and with confidence, especially as it relates to handling complex staffing issues
Qualified candidates must be legally authorized to be employed in the United States LifeStance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture