Workforce Scheduling Analyst
About The Position
At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives. Position Summary We are seeking a Workforce Scheduling Analyst to oversee the day-to-day schedules of employees, manage service levels, and plan real-time actions to ensure a favorable patient contact experience. This role will work closely with a team of real-time analysts to monitor queues and optimize staffing to meet operational demands and patient needs.
Requirements
- Bachelor's degree in Business, Operations Management, or a related field preferred.
- 1-3+ years of experience in workforce management, scheduling, or a similar analytical role, preferably in a call center or healthcare environment.
- Strong understanding of workforce management principles and methodologies.
- Proficiency with workforce management software and scheduling tools.
- Excellent analytical, problem-solving, and decision-making skills.
- Ability to work effectively in a fast-paced, dynamic environment.
- Strong verbal and written communication skills.
- Must be able to work effectively in a remote environment using a computer for extended periods of time.
- Must be able to remain stationary (sitting or standing) for prolonged periods while performing job duties.
- Must be able to operate standard office equipment, including a computer, keyboard, mouse, and headset, for the duration of the workday.
- Must be able to communicate effectively via video conferencing, phone, and written electronic communication.
- Must have the ability to perform repetitive motions such as typing, clicking, and data entry throughout the workday.
- Must be able to maintain a reliable internet connection and a workspace conducive to productive remote work.
- Must be able to attend scheduled virtual meetings and collaborate with team members during designated working hours.
Responsibilities
- Oversee and manage daily employee schedules to ensure adequate staffing levels.
- Monitor and adjust schedules in real-time to optimize service level performance.
- Develop and implement staffing plans to meet call volume forecasts and business objectives.
- Identify and address scheduling inefficiencies and propose solutions for improvement.
- Monitor key performance indicators (KPIs) such as service level, average handle time, and adherence.
- Analyze data to identify trends and proactively address potential service impacts.
- Collaborate with operations teams to ensure service level targets are met.
- Work with a team of real-time analysts to monitor queues and agent activity.
- Plan and execute real-time actions to mitigate service disruptions and optimize agent utilization.
- Communicate effectively with team leads and managers regarding real-time performance and scheduling adjustments.
- Partner with various departments to understand staffing needs and operational goals.
- Communicate scheduling changes and impacts to relevant stakeholders.
- Participate in team meetings and contribute to continuous improvement initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
