Senior Workforce Management Scheduler

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $69.1k - $98.7k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

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

• Develop and maintain workforce schedules based on forecasted demand, staffing requirements, shrinkage assumptions, skill requirements, business rules, and operational constraints • Assign and optimize schedules considering shift bids, employee preferences, contractual obligations, labor requirements, and account-specific needs • Identify scheduling gaps, overstaffing, understaffing, and coverage risks and recommend adjustments • Optimize breaks, lunches, training, coaching, meetings, and other offline activities to maintain appropriate coverage • Partner with Operations, Training, and Quality teams to schedule offline activities • Manage schedule changes resulting from staffing availability, approved time off, business priorities, and changing operational requirements • Review schedule quality, staffing alignment, and recurring coverage issues and recommend improvements • Partner with Forecasting, Capacity Planning, RTA, Operations, and global delivery teams to align schedules with workforce needs • Use Verint, Excel, and workforce reporting tools to improve scheduling accuracy, efficiency, and workforce utilization • Support business needs across U.S. time zones and global delivery partnerships • Provide data-driven recommendations to improve workforce efficiency, service performance, and customer experience outcomes

🎯 Requirements

• Bachelor's degree or equivalent combination of education and experience • 3+ years of experience in workforce management, workforce scheduling, contact center operations, operational planning, analytics, or a related customer experience function • Demonstrated experience independently managing workforce scheduling activities and identifying opportunities to improve staffing coverage and schedule effectiveness • Experience with schedule generation, schedule maintenance, shift assignment, and offline activity planning • Experience supporting complex, multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred • Working knowledge of Verint scheduling functionality, Microsoft Excel, and operational reporting • NICE experience is beneficial • Strong analytical, critical-thinking, problem-solving, and decision-making skills • Excellent written and verbal communication skills with the ability to explain scheduling risks, tradeoffs, and recommendations to operational partners • Experience working across U.S. and global delivery teams or complex cross-functional operational environments preferred

🏖️ Benefits

• Work flexibility • Learning and career development opportunities • Generous, flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies