Workforce Scheduling Analyst

Gifthealth • Columbus, OH

6d • Hybrid

About The Position

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.

Nice To Haves

• Detail-oriented with a high degree of accuracy.
• Proactive and able to anticipate potential issues.
• Ability to work independently and as part of a team.
• Adaptable to changing priorities and business needs.
• Strong organizational and time management skills.

Responsibilities

• Scheduling & Workforce Management 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.
• Service Level Management 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.
• Real-time Monitoring & Support 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.
• Collaboration & Communication 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.

Benefits

• Competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) with company match that is immediately vested.
• Generous paid time off and flexible work environment.
• Ongoing professional development and career growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 51-100 employees