Workforce Management Scheduling Analyst

Public Partnerships•Albany, NY

1d•$60,000 - $70,000

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com ). The Workforce Management Scheduling Analyst is responsible for maintaining and creating schedules by managing volume and staffing requirements to ensure the correct number of agents are scheduled at the right times to hit desired service levels.

Requirements

Strong experience in Workforce and ACD tools/systems.
Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail while delivering appropriate response times.
Excellent verbal, written communication and troubleshooting skills.
Strong understanding of contact centers.
Excellent knowledge of MS Windows, Excel and Word required.
Ability to compose reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from internal users.
High school diploma or equivalent required
2 + years’ experience in customer service, preferably in an automated system environment

Responsibilities

Create agent schedules considering agent skills, location, and hours of operations to hit desired service levels for all programs/projects in accordance with company guidelines and policies.
Ensure breaks and lunches are optimized.
Create and maintain all aspects of schedules including training, coaching, team meetings, and special events.
Process and manage all time off requests, shift swaps, and shift trades.
Manage all shift bids, including holiday and mini bids.
Analyze site performance at the interval level to ensure schedules are aligned to staff requirements based on incoming and outbound phone, chat, and email volume.
Respond to all internal inquiries and requests in a professional, friendly, and timely manner.
Possess excellent verbal, written communication and troubleshooting skills.
Develop excellent working knowledge of all relevant systems and operating platforms.
Identify and manage staffing levels and determine if OT or VTO are needed.
Responsible for all onboarding and offboarding schedules.