Workforce Scheduler

Company: GEHA, Inc.
Location: Independence
Posted on: November 19, 2021

Job Description:

Summary The Workforce Scheduler Analyst creates and maintains effective schedules and monitors real time contact center traffic via workforce management application. This role will interface with contact center management regarding factors that may impact staffing and service levels; as well as assist in coordinating center activities. Duties -- Interacts with agents to create and publish schedules that are aligned to the forecasted short and long term call/workload demand in support of operational objectives. -- Updates WFM application with approved exceptions, vacations and overtime. -- Responsible for accurate alternative scheduling recommendations that result in acceptable maintenance of service levels. -- Manages intraday call volume trends to ensure a more effective and efficient workload. -- Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement. -- Acts as a first point of contact for any escalations, outages, system issues or any other situations impacting on productivity. -- Monitors agent activities on an interval basis and communicates with operations. -- Creates and maintains intraday, intraweek and other related ad-hoc reports. Job Requirements:

• Understand employee work schedules while scheduling
• Answering phone calls and scheduling patient appointments
• Execute minor scheduling projects related to scheduling process
• Lead meetings on production scheduling
• Oversee all production planning/scheduling activities
• Accommodate scheduling needs of existing patients, including scheduling future appointments and addressing schedule changes
• Performing patient centered scheduling duties, utilizing the scheduling system
• Print the daily production schedule
• Develop master scheduling business process
• Making and scheduling future patient appointments
• Scheduled medical appointments or other scheduling commitments
• Revise schedules and issue schedule changes
• Oversee the daily production build scheduling
• Create daily/weekly/monthly schedule
• Providing exceptional customer service to patients while scheduling appointments
• Distribute weekly/daily production schedules
• Prepare daily and weekly production schedule Coordinates production schedules
• Prioritize jobs on production schedule
• Reschedule appointments according to physician schedule changes
• MaintaEducation Requirements Requires a high school diploma or equivalent. -- Experience Requirements ------------------ Requires one year of experience with workforce analysis/management and/or Call Center experience. ------------------ The ability to run routine reports and write professional correspondence ------------------ Requires high level computer expertise, including word processing, maintaining spreadsheets and running reports out of multiple databases. ------------------ Must possess excellent oral and written communication skills with all levels of personnel and be able to multitask in a fast paced environment. ------------------ Experience with large scale scheduling or logistical planning -- Preferred ------------------ Associates Degree (60 college credit hours) ------------------ 2+ Years of workforce analysis/management and/or Call Center experience ------------------ Experience with forecasting and reporting/analysis ------------------ Experience with NICE WFM (TotalView) GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all employees. As a condition of employment, all GEHA employees must be fully vaccinated against COVID-19 unless a medical or religious exemption is approved.

Keywords: GEHA, Inc., Independence , Workforce Scheduler, Other , Independence, Missouri