Workforce Optimization Assistant

JOB SUMMARY 

The assistant is responsible for supporting workforce optimization by monitoring, reporting, and adjusting staffing/workloads to help Clinical Services deliver on targeted results, objectives, and key performance indicators. The assistant will help support Clinical Services in the maintenance of business applications and operational processes to increase productivity and advance operations.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Support schedule modifications related to time-off, absenteeism, training and onboarding requirements, and intraday changes to meet operational goals and mitigate the cost of schedule changes
• Assist with campaign management such as monitoring progress/outputs and campaign segmentation.
• Participate in schedule creation in support of business plans, productivity, and operational objectives.
• Monitor real-time associate activities and provide intraday reporting to leadership.
• Assist with historical data collection and develop visual tools to help leadership identify trends/patterns.
• Support associate onboarding, training, engagement, audits and technology issues, as directed.
• Other duties assigned by manager
• Meet performance expectations set forth by manager
• Comply with the Outcomes Telecommuter Policy, Attendance Policy and other specific policies and procedures

KNOWLEDGE & REQUIREMENTS

• Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability
• Maintain a level of persistence and follow-up to ensure that no details are missed
• Excellent organizational skills; Must be able to multitask and work with competing priorities
• Strong problem-solving skills
• Skilled in basic math concepts and principles
• Strong written and verbal communications skills; ability to collaborate with all levels in the business unit
• Computer/Technology Competency; ability to troubleshoot technology issues
• Proficient in Microsoft office suite, emphasis Excel

EDUCATION & EXPERIENCE REQUIREMENTS

• Minimum years of work experience:   2 years in call center operations or large-scale scheduling operations
• Minimum level of education or education/experience:   Associates or equivalent work experience

Preferred, but not required:

• Advanced Excel Skills
• Experience with workforce scheduling technology
• Experience in “back office” administration duties

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequent sitting in stationary position at a desk
• Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
• Occasional twisting of body
• Occasional reaching by extending hands and arms in any direction
• Occasional lifting, pulling, or pushing