Senior Workforce Scheduling & Real-time Analyst

About Us

One Medical is a primary care solution challenging the industry status quo by making quality care more affordable, accessible and enjoyable. But this isn’t your average doctor’s office. We’re on a mission to transform healthcare, which means improving the experience for everyone involved - from patients and providers to employers and health networks. Our seamless in-office and 24/7 virtual care services, on-site labs, and programs for preventive care, chronic care management, common illnesses and mental health concerns have been delighting people for the past fifteen years.

In February 2023 we marked a milestone when One Medical joined Amazon. Together, we look to deliver exceptional health care to more consumers, employers, care team members, and health networks to achieve better health outcomes. As we continue to grow and seek to impact more lives, we’re building a diverse, driven and empathetic team, while working hard to cultivate an environment where everyone can thrive.

The Opportunity

We’re on a mission to transform healthcare and help people lead healthier, happier lives. As we continue to grow our organization and expand into many new markets, we are working to build out our national workforce planning command center. As a Senior Workforce Scheduling and Real-time Analyst, you will be responsible for creating operational medium and short range operations forecasts for Virtual Medical Team and contact center business segments. Reporting to the Director, Workforce Management, you will support One Medical’s strategic growth and scalability-focused objectives, keeping the patient experience at the forefront of mind. 

With a passion for problem solving, you bring demonstrated experience analyzing data and processes to identify staffing challenges and solutions. Tech-savvy, you bring knowledge of workforce management software and the ability to optimize dashboards and reports that will help us to improve operational workflows. If you are excited about the prospect of contributing to a world class Operations Workforce Program, and thrive in fast-moving environments where change management and evolution is the norm, we would love to hear from you!

What you'll work on

• Develop holistic staffing plans that support time for training, team huddles, and individual 1:1, etc. 
• Create new schedule models based on forecast requirements
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and contact routing to manage performance to service level requirements
• Work closely with Operations to monitor schedule compliance and adherence 
• Model out the financial impact of planned changes in the contact center
• Analyze and report existing scheduling models; provide analysis and reporting of employee performance including schedule adherence 
• Assist in scheduling PTO, overtime, breaks and lunches while ensuring the overall scheduling/shift coverage
• Monitor demand volume and take appropriate action to ensure SLA impacts are minimal
• Monitor agent schedule compliance via RTA tool to ensure correct staffing is in place
• Real-time queue management and associated staffing implications.
• Assist in real time management of agent schedules, skilling, and adherence as necessary
• Administration of setup and utilization of any WFM software and reporting

 

What you’ll need

• 5 + years in workforce planning or equivalent field, and previous experience with data analysis and trending, including contact center forecasting, scheduling, and real-time management is required
• Familiarity with Workforce Management technology and software, and knowledge of WFM solutions (NICE/IEX preferred)
• Demonstrated experience managing schedules and skilling in a multi-skill environment
• Understanding of workforce systems data management and reporting with the ability to report performance metrics
• Ability to provide clear communications to the organization regarding staffing, analysis and recommendations with business owners
• Strong analytical and organization skills, with investigating and problem solving skills
• Demonstrated reporting skills; including Google Suite and/or MS Excel, MS Access, MS Word. (strong comfort level with formatting, formulas, graphs, pivot tables, etc.)

 

Benefits designed to aid your health and wellness

Taking care of you today

• Paid sabbatical after 5 and 10 years
• Employee Assistance Program - Free confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues
• Competitive Medical, Dental and Vision plans
• Free One Medical memberships for yoursel