Senior Scheduler

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Healthcare Insurance • Human Services • Healthcare

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Responsible for supporting workforce scheduling and planning activities for Gainwell's Customer Experience (CX) operations. • Responsible for reviewing schedules and outcomes against tactical forecasts to optimize schedules. • Develop and maintain workforce schedules that align staffing capacity with forecasted demand across both front-office and back-office CX operations. • Partner with CX Operations and Capacity Planning teams to translate staffing plans and forecasts into executable schedules. • Support schedule optimization, shift adjustments, and coverage planning to maintain alignment with service-level objectives. • Monitor workforce data and scheduling performance to identify opportunities for improved workforce utilization and operational efficiency.

🎯 Requirements

• Bachelor's degree or equivalent combination of education and experience. • Minimum 4 years of workforce management experience supporting inbound contact center operations. • Experience supporting workforce scheduling or workforce management functions in a contact center environment. • Strong analytical and critical-thinking skills with the ability to interpret operational data and translate insights into workforce planning actions. • Experience working with workforce management tools such as Verint WFM preferred; NICE IEX knowledge may be useful during transition. • Ability to manage multiple priorities in a fast-paced operational environment.

🏖️ Benefits

• Regular collaboration with CX Operations, Capacity Planning, Workforce Management leadership, and vendor partners.