Scheduling Manager Accolade
THIS JOB HAS EXPIRED Overview:
The Scheduling Manager is responsible for managing strategic staffing plans for short, mid and long-term across all employer groups. This individual will assist in identifying variables that impact workload and staffing at our Health Assistant Center(s) on an interval, daily, weekly and monthly basis. They will need to be able to analyze results and male appropriate recommendations to management to ensure that we are supporting our operational service delivery and efficiency goals. They will play a critical role in anticipating the needs of the business and closely monitoring projections and identifying opportunities for improving
our workforce management processes.
Develop and implement ongoing operations of the Workforce Management planning functions for Accolade Health Assistant Center including:
Capacity and staff planning
Scheduling coordination with forecast plan
Capacity/Staff plan compliance
Intra-day adherence monitoring and metrics
Work collaboratively with Workforce Management Support team to modify capacity plan models and conduct analysis to track and explain variances to plan.
Conduct analysis and communicate staffing trends and identify emerging technologies to improve operational efficiency and mitigate business risks.
Optimize Accolade Health Assistants utilization and service delivery through the evaluation of alternative scheduling strategies,new business growth and marketing initiatives.
Develops and utilizes quantitative analysis models to create staffing plans to optimally support anticipated workload for all departments.
Anticipates growth projections, and demand assumptions associated with our workforce management process.
Analyze operating results, service delivery goals, schedule exceptions and staffing variances to plan.
Provides analysis to management, develops suggestions to effectively manage variances to plan.
Validates and adjust staffing needs against budget.
Supports Workforce Management System (IEX WFMS) and other related Care Centers technologies.
Utilizes and manages Workforce Management System (WFMS) in staff planning and related business processes.
Audits functions of the IEX WFMS.
Participates in and supports the implementation of Health Assistant Center technologies and processes across all centers.
Partners with Operation Managers to ensure and maintain consistency of procedures, policies and data integrity utilized by all center (s).
Works directly with HR and Training Teams to facilitate and coordinate scheduling priorities and timing issues in accordance to 1) business needs, 2) hiring strategies and 3) capacity plan.
Generate various daily and monthly reports to highlight Care Center performance and productivity rates for all employer groups and operations.
Deals extensively with operations and support team regarding capacity planning and other business issues.
Excellent working knowledge of various PC based systems.
Excellent working knowledge of forecasting and workforce planning techniques.
Experience with IEX or other WFM software preferred
Excellent analytical skills, organizational, time management and problem solving skills
Intermediate knowledge of statistical analyses (descriptive and inferential statistics)
Prior experience with ACD telephones scheduling package is a preferred.
Ability to design spreadsheet/database programs (i.e. Excel/Access).
Demonstrated attention to detail and commitment to high quality work, with a strong focus on client satisfaction.
Ability to demonstrate and articulate creative thinking and a willingness to implement new approaches.
Must demonstrate a highly collaborative approach to problem-solving in a fast-paced environment and be able to project energy, self-confidence, enthusiasm and a team player attitude.
Must possess excellent written and verbal communication skills to communicate complex and technical information clearly and concisely, with the ability to listen to and
incorporate other points of view.
Demonstrate excellence in organizational and time management skills.
Undergraduate degree required
A concentration in Operations Management, Business administration or Statistics is preferred.
A minimum of six years related experience applying forecasting models to business needs in a contact center environment is required.
Desired Personal Characteristics:
Operates from a perspective of truly caring about our clients and creating value for them
Data-driven and fact-based: focused on getting to best answer for our clients and our shareholders
Detail-oriented, inquisitive, problem-solving in nature
Proven ability to roll up your sleeves and make a contribution quickly
A team player capable of working effectively with individuals throughout the organization
Responsible and goal oriented
Ability to maintain composure in critical situations
||Plymouth Meeting, PA |
THIS JOB HAS EXPIRED