Workforce Scheduler Analyst - Fulltime - Days - Remote

GENERAL SUMMARY:

Under minimal supervision and working independently, using workforce management tools provides support and effective staff planning to deliver the appropriate level of service to Henry Ford patients within a call center environment. The scheduler analyst must have a clear and working understanding of the interrelationships between staffing, scheduling and the contact distributions of the work product. The scheduler analyst must also have a clear and working understanding of the Henry Ford Time Entry system, correlation with workforce management (WFM) tools. In addition, to understanding the use of WFM, must also have very strong writing, computer skills and the ability to effectively communicate the resulting analysis to the management team.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Forecast call volumes with a high degree of accuracy: interval, daily and monthly call volumes, handle times, and service metrics.
• Perform various ad hoc analyses; formulate conclusions and present conclusions to management.
• Create, modify and maintain forecast models that accurately predict call center events given changes in various operating assumptions.
• Ensure schedule integrity by maintaining accuracy of agent information including multiple status levels: hours available to work.
• Review time sheet information, correlate with management tools and perform actual time entry.
• Report any deviations to management team.
• Utilize WFM tools to determine staff requirements. Collaborate with management team and internal customers on impact on levels of service and analysis for various proposals and future initiatives.
• Collaborate with suppliers of data and management team to understand and improve the accuracy of the data provided.
• Perform various operation analysis required to support management team.
• Create and publish accurate workforce schedules.
• Identifies, analyzes, and interprets trends or patterns in call metrics.
• Maintain correct schedule information, include FMLA, days off/vacations, team meetings.
• Daily tracking of scheduling information: absences as support for management team with supporting information as relates to Henry Ford Human Resources policies.
• Provide feedback to management team regarding agent scheduling concerns.
• Other duties as determined by leadership team.