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 individual who is willing to work in a dynamic setting
Proven ability to prioritize, multi-task, and think critically
Fluency in speaking, reading, and writing English
Highly-motivated individual who is willing to work in a dynamic setting
ESSENTIAL 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 practice
ESSENTIAL 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 month
Supports 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 needs
ADDITIONAL 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 required
WORKING 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