Job Description

As the Workforce Analystat Keypath Education, you will provide deeper insights to our workforce capacity to respond to our work volumes across multiple functions and media.  You will collaborate with staff across Student Operations to ensure that workforce data will be provided to support both tactical and long-term decisions relating to the workforce.

The role supports the Workforce Manager effectively implementing workforce planning strategies and change, undertake scenario modelling and develop prediction techniques. You will monitor and drive effective contact centre performance across all queues and contact types in real time to deliver outstanding customer service. Your role involves analysing data, adjusting staffing levels, and communicating with team leaders and Keypath student advisors to address any immediate needs or issues

In this role, you will have to ensure that the Contact Centre meets student expectations through effective real time monitoring and strategies and empower them to deliver on driving student advocacy through supporting tools and processes. Provide stakeholders accurate and immediate reporting around drivers behind queue performance challenges through regular forums and comprehensive reporting.

This role will be on a fixed-term 12-month contract with possibility of extension, subject to business requirements.

The successful candidate will be based in Malaysia and will be part of and working with our Australian business directly. Working hours will be 7AM – 3PM daily from Monday to Friday.

Accountabilities: 

• Data Collection & Analysis: Gather and analyse workforce data and performance metrics. Ensure data quality and spot trends to guide strategic workforce planning. Analysis of data and reporting to identify emerging trends and anomalies to add value to the end-to-end workforce management process.
• Rostering: Create and maintain accurate rosters that meet the business needs.
• Real Time Monitoring: Monitor real time call volumes, student advisor availability and service levels across multiple channels.
• Intraday Management: Adjust intraday staffing plans based on actual volume, student advisor availability and absenteeism.
• Performance Reporting: Provide real time performance reporting and updates to Team Leaders and Managers, highlighting any areas of concerns or trends that require attention.
• Coordination and Communication: Work closely with Team Leaders, Managers, and the Workforce Manager to communicate real time performance, identify gaps and recommend actions to improve contact center performance.
• Incident Management: Quickly identify and respond to service disruptions, outages or any other incidents affecting the contact center’s ability to meet contact center targets.
• Ad Hoc Analysis: Conduct ad hoc analysis as needed to investigate and resolve specific issues or to provide insights on operational performance.
• Compliance and Adherence: Ensure all student advisors operations are compliant with company policies and that agents adhere to their schedules.

Qualifications

• Experience: 2+ years demonstrated Workforce Analyst experience in a call-centre environment.
• Analytical Skills: Demonstrated experience in analysing data, both historical and in real time and making quick, informed decisions based on that data.
• Attention to Detail: Keen attention to detail, especially when monitoring multiple data points simultaneously.
• Problem Solving: Ability to identify problems quickly and implement effective solutions with minimal disruption to operations.
• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to different stakeholders.
• Multitasking: Ability to manage multiple tasks and priorities in a fast paced, dynamic environment.
• Technical Proficiency: Proficient using Genesys Cloud telephony technology. Strong proficiency in Microsoft Excel and experience with workforce optimization software.
• Time Management: Strong time management skills, ensuring that all tasks are completed within the required timeframe.

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Job Description

Placement Specialist Overview

Are you looking for a role where you can be an independent worker, do meaningful work, contribute to team process, genuinely feel productive, and feel heard? If so, our Placement Specialist position at Keypath may be the next step in your career path.

At Keypath Education, our goal is to facilitate a student experience that best prepares students to enter their future career field with confidence. One of the ways we foster this experience is by providing placement services to students. As one of our Placement Team Members, you will assist students in achieving their dreams of being future leaders in their field.  Talk about meaningful work! 

What you’ll be doing as a Placement Specialist:

As a Placement Specialist you will spend your day forming relationships with the clinical placement sites where students can acquire hands-on learning in their field. This role is a hybrid between sales and customer service; Specialists will be responsible for introducing themselves to prospective providers and securing agreement to work with our students, while also providing quality follow-up to ensure a relationship that extends beyond the first placement. The goal is to ensure that each site is more than just a number and is, in fact, a mutually respected, cultivated relationship that continues to yield a quality student experience.  Keeping this process personal grows the University's brand by sending prepared and engaged students to sites across the country.  Our priority is always on the relationships built at the student, site, and university level.

Job Responsibilities:

• Build partnerships with hospitals, community facilities/clinics and other agency sites for students to complete their clinical rotations in a variety if experiences across different specialties and present these sites to the Program Director for approval.
• Develop leads for possible partnerships with healthcare agencies by identifying suitable clinical sites, negotiating placement agreements, and ensuring compliance with regulatory standards.
• Manage relationships with existing clinical agency partners to ensure successful clinical experiences for all students.
• Match students and site in a timely manner to avoid any lapse or delays in class registration.
• Maintain complete knowledge and understanding of our Partners’ curriculum and programs and clearly explain these curricula and programs to clinical partners.
• Identify and assess concerns related to clinical experiences; facilitate appropriate intervention with Placement Coordinators, faculty, and Program Coordinators.
• Work with University Partners and legal teams to secure contracts with sites.
• Serve as role model for faculty, staff, and students in the areas of customer service, collaboration, communication, and general professionalism.
• Use relationship skills in situations requiring group problem solving, consensus building, and win-win negotiation.

Qualifications

Education:

• Bachelor’s degree (or higher) preferred. Commensurate experience, (i.e., healthcare/placement) considered.

Experience/Skills/Attributes:

• 3-5 years of successful demonstration of business development and/or sales competencies; inside sales and/or sales support skills helpful
• Solid knowledge of or experience working in healthcare field, directly with or for providers
• Problem-solving and critical thinking skills
• Willingness to collaborate to achieve goals
• Ability to multi-task, organize, and attend to details
• Excellent interpersonal and communication skills
• Strong presentation skills with the ability to develop relationships via phone and in person
• Self-motivated and able to work autonomously, reporting back to a team

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Job Description

The successful candidate is responsible for teaching online Graduate Nursing courses (MSN, FNP, DNP, PhD) and has an excellent understanding of and experience in one or more of the course areas and specialties indicated below.

• Statistics (PhD/DNP)
• Epidemiology & Environmental Health (DNP)
• Ethical Principles for Adv. Nursing Practice (DNP)
• Advanced. Pathophysiology
• Advanced. Health Assessment
• Cultural Diversity
• Adv. Practice in Psych/Mental Health Nursing (Didactic & Clinical DNP courses)
• Adv. Practice Adult-Gerontology (Didactic & Clinical DNP courses)
• Children & Families (peds) (Didactic & Clinical DNP courses)
• Family Nurse Practitioner (FNP) (Didactic & Clinical DNP courses)

Qualifications

• For Didactic Courses: Terminally Degreed (PhD, DNP) in Nursing with Certification in Specialty Area
• For Clinical Courses: Minimum Master’s in Nursing and Certification in Specialty Area
• Unencumbered RN license (for non-specialty track courses) in compact state.
• For Specialty Track and Clinical Courses: APRN license in the state of Pennsylvania
• Communication and taking a lead role in multi-level problem solving with students, preceptors, clinical sites, clinical placement staff, Wilkes University administration and staff
• Demonstrated ability to monitor and grade clinical logs, offering students feedback for improvement as needed, using InPlace, a clinical log documentation system
• A minimum of 2 years of successful online teaching experience for both didactic and clinical courses from an accredited university at the graduate level 
• Proven ability to engage students in active learning to meet required course and program outcomes
• Experience with learning management systems (LMSs); D2L / Brightspace preferred

Please include curriculum vitae or resume, cover letter, a list of 3 professional references, current unencumbered RN license, APRN license, national board certification as appropriate, and degree transcripts. 

Unofficial transcripts are acceptable for the interview process; officials will be necessary prior to teaching for Wilkes University. 

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