Under the supervision of the WFM Manager. The WFM Scheduler will ensure that schedules are created to meet operational goals and optimize MEC productivity. The scheduler will create the master workforce plan with interval staffing levels projected, incorporating absenteeism assumptions and advance off-phone activity (OPA) planning, and optimized through the scheduling of break/lunch periods. The scheduling role will provide support for the Intra-day Analyst role and will identify advance opportunities for flexing staff levels up/down based on operational/production requirements. The scheduler will generate a daily interval level staffing net line report (scheduled MECs less planned/unplanned absenteeism and Off Phone Activities). The net line report will be utilized by the intra-day analyst to make operational decisions on staffing levels and will be updated to reflect actual interval staffing levels throughout the day.
Experience Requirements:
● Proficiency in Microsoft Office applications including Word, Excel, Access, or other nonMS spreadsheet applications
● Prior experience creating alternative schedules and staffing strategies to address operational requirements preferred
● 2-3 years scheduling experience in a contact center environment. Working with WFM systems (e.g., Aspect, NICE/IEX, Pipkins, Verint, etc.) preferred.
● 2-3 years experience with telephony systems (i.e. AVAYA, Five9, Genesys, ● Amazon Connect, etc…)
Essential Skills/Experience:
● Analytic mindset and the ability to analyze historical performance trends and adjust schedules based on data
● Excellent problem solving and decision-making skills
● Ability to operate effectively in a team environment working with vendors and internal operations to resolve staffing challenges
● Effective meeting participation skills and collaboration skills
● Excellent oral and written communication skills
● Highly detail-oriented personality with desire to organize and structure tasks and processes
● Proven ability to prioritize, multi-task, and think critically
● Fluency in speaking, reading, and writing English
● Highly-motivated individual who is willing to work in a dynamic setting
Essential Characteristics:
● Strategic thinker
● Desire and aptitude to learn new competencies and skills
● Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and
sentences
● Good interpersonal and conflict resolution skills
● Discrete (i.e., ability to maintain confidentiality)
● Ability to work independently with little guidance or reliance on oral or written instructions and can organize work schedule to meet goals. Requires multiple periods of intense
concentration.
● Possess of a sense of urgency
● Ability to perform a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence
● Team player
● Ability to work under pressure and stress to meet deadlines assigned by executive management
● Reliable and professional in conduct and practice
Essential Job Responsibilities:
● The Workforce Management Scheduler will work to improve workforce management effectiveness by scheduling, and partner with Intra-day analyst on forecasting MEC requirements and aligning schedules to best meet business needs. They will also implement and optimize the usage of Workforce Management tools within a Contact/Customer Service Center environment.
● Creates, processes, and publishes MEC preferences for schedules including shift start/stop times, optimized break/lunch times, and scheduling of all OPA and provides a
daily report on planned staffing levels by interval (a net lines report)
● Works with operations to adhere to ME processes to ensure alignment on business processes.
● Provides the intra-day analysts with the net lines report for reconciliation during the actual day of operations
● Responsible for providing vendors with suggested shifts for hours of vendor operations and provides shifts to be assigned to vendor new hires
● Generates holiday and vacation special shift/schedules to be bid/assigned
● Develops and maintains an integrated weekly resource plan of internal MECs in production, new hires in training, and forecasted vendor resources (current and planned).
● Accountability for key performance indicators (KPIs)
● Supports the intra-day analyst function when necessary
● Participates in the daily debrief on prior day performance to identify any scheduling projections or shift options that may have contributed to performance gaps
● Assists with routine staffing analysis compilation
● Assists with maintenance of departmental reporting wallboards as needed
● Participates in evaluating new technologies so as to ensure the advancement of technology architecture and data within organization business intelligence needs
● Be on time, ready to work at assigned work location on a daily basis
● Manage time effectively
● Respond well to coaching and supervision
● Be assertive with communication of issues
● Work additional hours as determined by business needs
● Assist other departments as needed
About Us:
Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.
Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.