Workforce Scheduling Analyst

Workforce Scheduling Analyst

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.

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.

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.

Desired Attributes

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.

Work Environment

Hybrid position in Columbus, OH.

Primary responsibilities focused on real-time monitoring and scheduling adjustments.

May require occasional flexibility for evenings or weekends depending on operational needs.

Our offer to ensure you choose gifthealth

This is a unique opportunity to impact the lives of thousands of patients while shaping the future of patient care in a fast-paced, tech-enabled pharmacy services organization. You'll be empowered to lead at scale, innovate with purpose, and build an enduring culture of excellence.

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.

Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.