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The Workforce Management Scheduler will be responsible for creating contact center agent schedules for the Banner Health customer service network (Banner Health Network, Banner Medical Group, Banner Pharmacy Services, customer service, employee benefit services, and individual facility support, as well as all virtual contact channels). This role is critical to aligning the contact center customer demand distributions with the contact agent workforce schedules, in order to achieve the Banner Health Abandon Contact Rate goals. This position is also responsible for scheduling off-the-phone activities, approving Paid Time Off requests, and requesting overtime coverage.
Create contact center agent work schedules to achieve Abandon Contact Rate and business goals, while optimizing the workforce to enhance margins and provide a superior customer experience.
Conduct analyses to determine the health and effectiveness of the contact center scheduling sets. Make necessary modifications required to improve Abandon Contact Rate performance. Analyze options and consider multiple alternative scheduling solutions to drive results.
Use creativity and client feedback to develop employee friendly scheduling model to meet business objectives while reducing employee attrition.
Produce short-term resource plans by scheduling off-the-phone activities such as team meetings, training sessions, and 1-on-1s with leaders. In addition, review and process Paid Time Off requests and overtime needs to ensure adequate short-term contact center staffing.
Communicate daily and half-hourly scheduling plans to all levels of the business. Communicate complex analysis in a clear and specific way tailored to the audiences level of understanding.
Share and implement standard contact center agent scheduling best practices across all servicing segments and contact groups.
Build consensus through superior interpersonal skills and to gain buy-in for delivering effective schedules aligned with the contact groups workload demand.
Bachelors in math, statistics or business or related field or equivalent education and experience required.
Three years of scheduling experience in a complex, multi-site/multi-media contact center environment required.
Workforce management experience related to contact delivery/routing, long-term capacity planning, contact agent resource scheduling, and real-time intraday management is desired.Working knowledge of Banner Health contact center segments preferred.
Additional related education and/or experience preferred.
Internal Number: 252899
About Banner Health
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.