BASIC JOB PURPOSE: Under the direction of the Customer Service Director, the Workforce Management Scheduler Analyst is responsible for analyzing and optimizing workforce management processes to ensure optimal staffing levels for our frontline teams, increasing schedule adherence and productivity. The WFM Scheduler Analyst will also lead improvement planning (via forecasting, Time Off planning, scheduling efforts, etc.) and aid the Call Center department by implementing tactics to improve overall scheduling efficiency. Some improvements include setting updated business objectives while helping to implement clear and measurable success criteria.

RESPONSIBILITES/DUTIES:

1. Develops and maintains accurate workforce data forecasts and capacity plans based on historical data, industry trends, and current business objectives.
2. Analyzes member contact metrics to identify patterns and trends for improvement opportunities.
3. Collaborates with management teams to develop staffing plans and schedules that align with business needs and customer demand.
4. Ensures accurate and timely reporting of metrics to management and similar stakeholders.
5. Advises leadership team of recommendations for improving or optimizing processes, along with opportunities of automation to increase overall efficiency and effectiveness.
6. Oversees the Workforce Management Intraday Analyst Team.
7. Performs all other duties and tasks as assigned.

PERFORMANCE REQUIREMENTS:

Knowledge, skills and abilities:

1. At least two (2+) years of experience in workforce management, operations, or analytical role, preferably within a Call Center environment.
2. Experience managing Five9 Cloud Contact Center software strongly preferred.
3. Previous team leader and/or supervisory experience are preferred.
4. Call Center experience working in the healthcare industry preferred.
5. Availability to work occasional evenings, weekends, and holidays to meet deadlines.
6. Excellent customer service, communication, and presentational skills.
7. Familiarity with interactive learning activities.
8. Experience with Workforce Management software, including scheduling, performance tracking, and reporting; plus, a willingness to learn new software applications.
9. Excellent analytical, written, and verbal skills when communicating with all levels of leadership.
10. Ability to work independently or with a team.
11. Must pass a Criminal Background Screening.
12. Must pass government exclusion list at time of hire and monthly thereafter.

TYPICAL WORKING CONDITIONS: The typical working condition for this position is on-site in an indoor office environment with controlled climate, lighting, and noise levels. The job may require extended periods of sitting, standing, kneeling, bending, and/or lifting of at least 25 lbs. The use of a computer or other office equipment(s) is also a requirement. Some evening, weekend, or holiday work and light travel may be necessary.