PRIMARY PURPOSE:

The Workforce Management Specialist creates and implements scheduling solutions utilizing innovative software supplying staffing to all departments appropriate to dynamic business demands. The employee delivers on S.H.O.W. basics to all internal customers including staff and management teams in a collaborative and supportive environment.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Subject matter expert on Workforce Management software and processes; track, monitor, and communicate all system issues and downtime.

• Create scheduling solutions for departments that account for current business demands as well as exceptions.

• Collaborate with department leaders to ensure accurate staffing levels and formulate efficiency strategies

• Suggest scheduling changes and create new business models

• Discover new best practices to enhance staffing while following current labor agreements and adhering to all ethics and equity when managing the scheduling process.

• Determine the balance between optimum scheduling, service expectations, and current legal/legislative requirements

• Work as a team completing daily schedule operations, such as leave requests and call outs

• Manage Key Performance Indicators, including but not limited to Service Level, Occupancy, Abandon rates, ASA, and AHT on a daily, weekly, and monthly basis

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficiency in computer software including Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e., telephone, copier, and fax machine.

MINIMUM REQUIREMENTS:

• High school diploma or equivalent

• Two years of related experience.

• Work varied shifts, including weekends and holidays.

PREFERRED:

• Bachelor’s Degree or work experience in a related field

• Previous experience utilizing Virtual Roster and Kronos software

• Bi-lingual