Workforce Scheduling Analyst

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

Position Summary

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.

Key Responsibilities 

• 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.

Qualifications

• 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.

Work Environment

• Location: Hybrid / Remote
• Schedule: Full-time 
• May require additional availability or flexibility for escalations.
• Regular meetings with your teams, departments, or leadership to ensure alignment.

Key Essential Functions 

• Must be able to work effectively in a remote environment using a computer for extended periods of time.
• Must be able to remain stationary (sitting or standing) for prolonged periods while performing job duties.
• Must be able to operate standard office equipment, including a computer, keyboard, mouse, and headset, for the duration of the workday.
• Must be able to communicate effectively via video conferencing, phone, and written electronic communication.
• Must have the ability to perform repetitive motions such as typing, clicking, and data entry throughout the workday.
• Must be able to maintain a reliable internet connection and a workspace conducive to productive remote work.
• Must be able to attend scheduled virtual meetings and collaborate with team members during designated working hours.

Employment Classification

Status:  Full-time
FLSA:  Exempt 

Equal Employment Opportunity (EEO) Statement

Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.  

We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.