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.

JOB OVERVIEW:

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.

KEY RESPONSIBILITIES:

  • 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

WORK EXPERIENCE:

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

PREFERRED EDUCATION:

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

GENERAL SKILLS & COMPETENCIES:

  • 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

SPECIFIC KNOWLEDGE & SKILLS:

  • 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.

PWDNET

CC:010099990000.2815.0767


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Business Analyst

Parkland Fuel

Posted 6 days ago

VIEW JOBS 11/13/2019 12:00:00 AM 2020-02-11T00:00 Parkland USA is looking for 2 talented Business Analyst's who will be responsible for a full range of activities which ensure the operational effectiveness and excellence of the business unit. The Business Analyst will design and document workflow and make appropriate recommendations that will positively impact operational effectiveness. The Business Analyst will track and analyze business unit trends and make appropriate recommendations that will positively impact the unit. The Business Analyst will be a Project Manager and lead a number of key projects for the business unit and the company. Job Duties: Conduct research and analysis involving a variety of projects. Prepare investment recommendation materials. Work directly with appropriate personnel to understand project concept, objectives and approach. Create and maintain project schedules by developing project plans and specifications, estimating time requirements, establishing deadlines, monitoring milestone completion, tracking all phases of the project product/service lifecycle, providing timely reporting of issues that impact project progress, coordinating actions, and resolving conflicts. This includes documenting, prioritizing and tracking requests (changes, enhancements, etc.) and coordinating with the Director of Operations. Analyze business activities and trends and compares analyses against the service standards and best practices. Prepare routine reports (financial, quality, production, operational efficiency, etc.) a. Analyze trends and recommends adjustments. Must be able to set priorities and meet deadlines. Responsible for planning and carrying out assignments, resolving conflicts that arise, informing and coordinating with others. Must be accountable for ensuring the technical accuracy of their work and maintaining good working relations, both internal and external customers. Self-direction and motivation are also expected. Parkland Fuel American Fork UT

Workforce Mgmt Analyst - Hsps

Henry Schein