Workforce Planning & Analytics Specialist

🕒 Setembro 24

🇨🇦 Canadá – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📉 Analista de Dados

👻 Score fantasma 14%

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BioScript Solutions

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2001

📦 Logística

🏥 Saúde

💊 Farmacêutico

Logistics • Healthcare • Pharmaceuticals

BioScript Solutions é uma farmácia especializada canadense e provedora de serviços de cuidados especiais que ajuda pacientes com condições crônicas e complexas a acessarem terapias medicamentosas especializadas. A empresa opera clínicas de infusão e farmácias, conduz programas de suporte ao paciente e oferece distribuição farmacêutica em atacado e logística terceirizada para fabricantes, pagadores e profissionais de saúde por todo o Canadá. A BioScript foca em cuidados centrados no paciente, entrega de medicação e coordenação de cuidados para melhorar os resultados de saúde e simplificar o acesso a tratamentos especializados.

Descrição

• Develop and maintain short-, medium-, and long-term staffing models for the 75-person CRC team • Use call volume forecasting, handle time analysis, and service level targets to ensure appropriate capacity • Own CRC scheduling design and real-time queue management principles • Design shift structures, scheduling rotations, break optimization, and bilingual coverage requirements • Model clinic staffing requirements across 100+ locations using referral volumes, infusion chair utilization, treatment cycle lengths, and seasonal demand • Build and maintain workforce analytics dashboards and reporting tools • Consolidate data from multiple systems to report on staffing performance, adherence, occupancy, shrinkage, and service levels • Track workforce KPIs against business targets and recommend corrective actions • Identify capacity gaps and structural staffing risks and develop response plans with operational leaders • Partner with Clinical Education on nurse orientation timelines, competency milestones, and training requirements • Translate workforce data into operational insights and recommendations for non-technical leaders and senior stakeholders • Standardize workforce data capture and recording across CRC and clinic operations • Support staffing standards and benchmarks by clinic type and size • Lead evaluation and support potential implementation of workforce management platforms such as NICE, Verint, Calabrio, or Assembled • Develop workforce planning SOPs, governance frameworks, and scheduling playbooks for national deployment • Align staffing models with call drivers including PSP onboarding, new therapy launches, and patient volume growth

🎯 Requisitos

• A combination of education and directly relevant experience will be considered • Post-secondary degree or diploma in Business Administration, Operations Management, Data Analytics, or Healthcare Administration, or certification in workforce management, operations research, or data analytics • Minimum 5 years of progressive experience in workforce management, workforce planning, or operations analytics • Demonstrated end-to-end workforce management accountability in a contact centre environment, including forecasting, scheduling, real-time management, and reporting • Experience working across multiple business units or geographies with distributed teams • Healthcare, home care, or regulated clinical environment experience strongly preferred • Familiarity with patient support programs, specialty pharmacy, or infusion/injection therapy delivery models preferred • Experience evaluating or implementing WFM technology platforms such as NICE, Verint, Calabrio, or Assembled is an asset • Experience building workforce governance frameworks, SOPs, or operational playbooks preferred • Strong analytical and data modelling skills • Ability to build forecasting and staffing models in Excel or equivalent tools • Proficiency with workforce management platforms and scheduling tools • Ability to consolidate and interpret data from multiple operational systems • Ability to build planning structures, methodologies, and reporting infrastructure • Strong written and verbal communication skills • Ability to collaborate and influence across cross-functional and geographically distributed teams • Systems thinking skills • English proficiency required • Bilingualism in English and French is a significant asset

🏖️ Benefícios

• Flexible remote work options • Growth opportunities and career advancement support • Competitive salary • Incentive program • Comprehensive benefits package • Healthy and safe work environment • Diversity, inclusion, belonging, and equity commitments • Accessible workplace and accommodations available on request