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Senior Scheduling Analyst
2 months ago
Location field must contain 'city, state' or a zip code to perform a radius search (e.g.,
Denver, CO
or
46122 ). City and state must be separated by a comma followed by a space (e.g.,
Houston, TX )
Healthfirst
Senior Scheduling Analyst
Remote ,
Florida
Apply Now
Partner with Scheduling Analysts and WE Leaders to recommend and request modifications to schedules to increase schedule and operational efficiencies
Effectively manage scheduling projects by setting clear project milestones and deliverables, and communicating goals, objectives, and responsibilities; keep the project focused in terms of scope and deliverables and meet project time lines
Lead and/or participate in meetings to gather and specify department requirements for scheduling projects while also acting as a Subject Matter Expert (SME) of Workforce Scheduling
Compile, verify, interpret, analyze, and summarize data; identify trends, and communicate results to stakeholders
Conduct audit checks on various scheduling processes within the department to ensure overall department quality is met
Support the scheduling analyst by assisting with data collection, analysis, and reporting to ensure accurate scheduling
Create Reports and Dashboards to support the Workforce Team as needed
Facilitate team meetings, including preparing agendas, leading discussions, and ensuring that meetings stay on track and productive
Gather and document meeting minutes, ensuring that action items are clearly identified and tracked for completion
Develop/review Standard Operating Procedures and workflows to streamline processes to ensure consistency, efficiency, and quality
Conduct testing and accurately document findings to meet timelines as needed for assigned projects. Responsible for the overall success of applicable testing, including results verification before management team sign-off
Assess, prepare, and address the operational impacts, workflow, and training issues of the assigned project(s). Ensure post-implementation accuracy
Provide project and informational updates to management as available and/or assigned
Participate in planning, requirement gathering, and implementing the Workforce Management Systems (WFM) and associated tools
Collaborate with business units to understand strategic goals and promote an environment conducive to creativity, change, and information exchange
Communicate effectively in written and verbal form to Workforce and Operational Teams
Lead onboarding and training new scheduling analysts, cross training existing analyst and conducting Center of Excellence onboarding for new hires/newly onboarded Business Partners
Support Contact Center Operations by ensuring optimal staffing levels and scheduling efficiency to meet service level agreements (SLAs) and enhance customer satisfaction
Partner with Center of Excellence business partners to leverage best practices, implement innovative scheduling solutions, and drive continuous improvement initiatives across the organization
Additional duties as assigned
Minimum Qualifications:
Experience in schedule preparation and schedule analysis
Experience in Microsoft Excel creating formulas, pivot tables, using macros, creating graphs, and producing reports with large volume of data
Ability to gather business requirements, create, execute, and control tools to improve the overall operational efficiency of a business
Working experience with call center computer software applications such as Microsoft Office, SQL, SharePoint, Verint Workforce Management
Working experience using analytical and problem-solving skills; interpreting and summarizing complex data as it relates to call center operation performance
Experience presenting reports, scheduling projections, trends and recommendations to the team and senior management in a clear, concise, and actionable manner
Ability to work effectively and meet deadlines in a rapidly changing environment, while handling multiple projects at a time whether individually or working with a team
Preferred Qualifications
Bachelors degree from an accredited institution or relevant work experience
History of solving problems with some guidance by subject matter experts, management, general organization objectives, policies, and goals
Previous call center back-office operations experience
Working experience creating business plan and developing test plans
Previous work experience in the Healthcare industry
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
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