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Workforce Management Scheduling Analyst
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Job Description
- Req#: JR25-000245
Employer Industry: Healthcare Services
Why consider this job opportunity:
- Salary up to $75K annually
- Opportunity for career advancement and growth within the organization
- Supportive and collaborative work environment
- Chance to make a positive impact on the lives of individuals with disabilities and chronic illnesses
- Utilize and enhance your analytical and problem-solving skills in a dynamic setting
What to Expect (Job Responsibilities):
- Develop and maintain agent schedules based on contact volume forecasts and business requirements
- Monitor key performance indicators (KPIs) such as service levels and average handle time (AHT)
- Collaborate with team leaders and supervisors to address scheduling concerns and operational challenges
- Identify opportunities to enhance scheduling efficiency and propose improvements to processes and tools
- Ensure schedules comply with labor laws, company policies, and contractual agreements
What is Required (Qualifications):
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field
- Minimum 2 years of experience in workforce management, including at least 1 year in a scheduling analyst position
- Proficiency with workforce management software (e.g., NICE, Verint, Calabrio)
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
How to Stand Out (Preferred Qualifications):
- Experience in a virtual contact center environment
- Proficiency in Microsoft Excel and other data analysis tools
- Familiarity with contact center operations and metrics
- Knowledge of labor laws and workforce compliance requirements
#HealthcareServices #WorkforceManagement #CareerOpportunity #DiversityAndInclusion #ContactCenterOperations
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