Workforce Mgmt Analyst - Hsps

Henry Schein American Fork , UT 84003

Posted 2 months ago

Henry Schein One delivers connected dental software and services, combined with expert business coaching, to help practices improve every aspect of practice management and grow profits. Our platform for integrated applications lets dental technology connect, share data and automate more tasks, creating a new digital workflow that helps teams work smarter and more efficiently. Our advanced integration improves each stage of the patient experience from first contact and scheduling, to delivery of treatment and recurring care. Henry Schein One unifies market-leading software, web tools, support and patient services into the one platform that is a standard for connecting all practice dental technology.


This position is responsible for all aspects of workforce management forecasting, planning and scheduling, including maintaining data, tracking trends, and working with support and operations management to service level objectives. Responsible for near term forecasting and planning and for long-term strategic forecasting and planning of staffing requirements. Oversee the activities of Real Time Workforce Management Specialists.


  • Develop forecasts and provide recommendations to managers and leaders on hiring and other staffing related decisions

  • Create long-term and short-term call volume forecast and staffing projection by tracking and analyzing historical trends that impact staffing (AHT, Overhead, Volume, Attrition, and KPI).

  • Create and maintain Staffing Model for every support group, including creating agent schedules, tracking program headcount and agent changes (including seating and the need for a new hire class).

  • Work with Support/Operations Management on Financial Forecasting, staffing needs/overages, runs intraday performance reports (IDP) and re-forecasts as needed, post-mortem analysis of prior days upon request, and provides recommendations regarding staffing as needed.

  • Review, update and maintain historical data via WFM tool or templates and use the data to ensure staffing needs are fulfilled; gather data and provide recommendations when staffing needs will not be met.

  • Facilitate weekly meetings and provide staffing recommendations to optimize operational efficiency.

  • Critically analyze organization-wide performance against desired service levels and related goals

  • Provide regular recommendations to optimize staffing and service levels

  • Recommend and implement improvements to processes and procedures that improve performance against service level and related goals


Typically 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience.


Typically a Bachelor's Degree or global equivalent in related discipline.


  • Good understanding of industry practices

  • Proficient with tools, systems, and procedures

  • Basic planning/organizational skills and techniques

  • Good decision making, analysis and problem solving skills with ability to multi-task

  • Good verbal and written communication skills

  • Good presentation and public speaking skills

  • Good interpersonal skills

  • Basic conflict resolution skills

  • Developing professional credibility


  • Intermediate understanding of workforce management functions including capacity planning, budgeting, forecasting, scheduling and real time monitoring.

  • Proficient in WFM tools such as NICE, Verint or equivalent and familiar with Avaya (CMS) phone systems or its equivalent preferred.

  • Demonstrated ability to perform analysis and create and publish reports using reporting and visualization tools preferred

Full-Time Benefits Available:

  • Earn generous PTO (Paid Time Off)

  • Earn seven paid holidays

  • Get evenings and weekends off!

  • Competitive Medical, Dental, and Vision benefits

  • 401K with competitive company match

  • Flexible Spending Account (FSA)

  • Life Insurance, Short and Long Term Disability, AD&D

  • Lunch delivered daily from local restaurants for purchase

  • Onsite gym with personal trainer options

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.



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Workforce Mgmt Analyst - Hsps

Henry Schein