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Contact Center Scheduling Analyst

at Change Healthcare in Dover, Delaware, United States

Job Description

Contact Center Scheduling Analyst

Overview of Position

The Scheduling Analyst is responsible for schedule optimization for a multi-client/multi-line of business environment. As a member of the WFM team, the Scheduling Analyst will be responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to the leadership team. This position requires detailed, accurate, and timely completion of scheduling reports.

What will be my duties and responsibilities in this job?

• Ensure schedules are generated on a regular basis to maximize efficiency of resources

• Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations

• Process and manage PTO|VTO|OT requests and wait list.

• Optimize breaks and lunches to meet the demands of the business

• Provide and create New Hire and Department Shift Bids

• Reconcile schedules daily

• Collaborate with Capacity/Forecaster to identify scheduling requirements.

• Back up Real Time Analyst as needed

What are the requirements needed for this position?

+ A minimum of 3 years of Workforce Management experience using WFM software

+ A minimum of 3 years of Excel experience with Intermediate knowledge of formula definitions

+ A minimum of 3 years of Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)

+ Associate Degree in Business, Finance or a related field required. Bachelor’s degree preferred.

+ Experience with workforce, real time management, and reporting.

What other skills/experience would be helpful to have?

+ High level of proficiency with Microsoft Office productivity suite

+ Flexible and adaptable with a bias for continuous improvement

+ Proven ability to plan, organize, develop, implement and interpret the programs, goals, objectives, polices, procedure, etc.

+ Proven analytical and problem-solving skills

+ Keen attention to detail and accuracy.

+ The ability to exercise judgment, initiative, and tack in dealing with members, staff, co-workers, management, and vendors.

What are the working conditions and physical requirements of this job?

+ Candidates need to be flexible to work 40 hours a week between Monday-Friday 8:00am-11:00pm and 9:00am-6:00pm Eastern Standard Time on Saturdays. This is when the contact center is open and business needs may alter schedule.

+ This is a work from home position. Candidate needs to have high speed internet for the role. Company equipment will be provided.

+ Candidates can be located anywhere in the U.S.A. as long as they are willing to work the required schedule.

+ Incumbent will be sitting for long periods of time.

+ Incumbent will work on computers for long periods of time

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system! Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at https://www.eeoc.gov/employers/eeo-law-poster and the supplemental information at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\EEO\Supplement\Final\JRF\QA\508c.pdf.

If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com with “Applicant requesting reasonable accommodation” as the subject. Resumes or CVs submitted to this email box will not be accepted.

Click here https://www.dol.gov/ofccp/pdf/pay-transp\%20English\formattedESQA508c.pdf to view our pay transparency nondiscrimination policy.

California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information (https://www.changehealthcare.com/privacy-notice/privacy-notice-to-california-job-applicants) .

Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.

Change Healthcare is an equal opportunity employer. All qualified applicant will reveive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status.

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Job Posting: JC192669957

Posted On: Sep 18, 2021

Updated On: Sep 25, 2021