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Member Engagement Workforce Scheduler
Remote
How will this role have an impact?
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.Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.
QUALIFICATIONS:
Education/Licensing Requirements: High school diploma required Bachelor’s degree preferred (while not essential, a degree in computer science, economics, or math would be beneficial)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 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 inidual who is willing to work in a dynamic settingProven ability to prioritize, multi-task, and think critically
Fluency in speaking, reading, and writing English Highly-motivated inidual who is willing to work in a dynamic settingESSENTIAL 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 practiceESSENTIAL 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), Overtime hours <3% of total scheduled hours by month and production hours within 5% of the plan for monthSupports 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 needsADDITIONAL JOB RESPONSIBILITIES:
Coordinate Technology development requests with Operations leadership
Some flexibility in daily schedule may be required when providing coverage for another function Participate in meetings and conference calls, as needed Attend training sessions to acquire/enhance skills related to programs offered Maintain a neat, orderly work area Perform other incidental and related duties as requiredWORKING CONDITIONS:
Fast-paced environment Frequently stationary for 5-8 hours per day Use office equipment and machinery effectively Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists Ability to ambulate to various parts of the building Work effectively with frequent interruptions May require occasional extension of daily work schedule to meet project deadlines < class="row align-items-center mt-3 mx-n1"> < class="job-actions col-auto px-1"> Apply < class="col-auto px-1">Save Job < id="showjob-note"> < class="col text-center text-sm-right mt-sm-0 pl-1 pr-0">