Workforce Optimization Assistant
Job DetailsJOB SUMMARY (added August 2024)
The assistant is responsible for supporting workforce optimization by monitoring, reporting, and adjusting staffing/workloads to help Clinical Services deliver on targeted results, objectives, and key performance indicators. The assistant will help support Clinical Services in the maintenance of business applications and operational processes to increase productivity and advance operations.
ESSENTIAL DUTIES & RESPONSIBILITIES
Support schedule modifications related to time-off, absenteeism, training and onboarding requirements, and intraday changes to meet operational goals and mitigate the cost of schedule changes
Assist with campaign management such as monitoring progress/outputs and campaign segmentation.
Participate in schedule creation in support of business plans, productivity, and operational objectives.
Monitor real-time associate activities and provide intraday reporting to leadership.
Assist with historical data collection and develop visual tools to help leadership identify trends/patterns.
Support associate onboarding, training, engagement, audits and technology issues, as directed.
Other duties assigned by manager
Meet performance expectations set forth by manager
Comply with the Outcomes Telecommuter Policy, Attendance Policy and other specific policies and procedures
QualificationsKNOWLEDGE & REQUIREMENTS
Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability
Maintain a level of persistence and follow-up to ensure that no details are missed
Excellent organizational skills; Must be able to multitask and work with competing priorities
Strong problem-solving skills
Skilled in basic math concepts and principles
Strong written and verbal communications skills; ability to collaborate with all levels in the business unit
Computer/Technology Competency; ability to troubleshoot technology issues
Proficient in Microsoft office suite, emphasis Excel
EDUCATION & EXPERIENCE REQUIREMENTS
Minimum years of work experience: 2 years in call center operations or large-scale scheduling operations
Minimum level of education or education/experience: Associates or equivalent work experience
Preferred, but not required:
Advanced Excel Skills
Experience with workforce scheduling technology
Experience in “back office” administration duties
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Frequent sitting in stationary position at a desk
Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
Occasional twisting of body
Occasional reaching by extending hands and arms in any direction
Occasional lifting, pulling, or pushing
What’s In It For You?
Medical, Dental and Vision Plans
Voluntary Benefits
HSA & FSA
Fertility & Family Planning Benefits
Paid Parental Leave
Adoption Assistance Program
Employee Resource Groups
Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
11 Paid Holidays
Corporate Wellness Program
401k Employer Match & Roth Option Available – immediate eligibility
#LI-DNP
Apply To This Job
The assistant is responsible for supporting workforce optimization by monitoring, reporting, and adjusting staffing/workloads to help Clinical Services deliver on targeted results, objectives, and key performance indicators. The assistant will help support Clinical Services in the maintenance of business applications and operational processes to increase productivity and advance operations.
ESSENTIAL DUTIES & RESPONSIBILITIES
Support schedule modifications related to time-off, absenteeism, training and onboarding requirements, and intraday changes to meet operational goals and mitigate the cost of schedule changes
Assist with campaign management such as monitoring progress/outputs and campaign segmentation.
Participate in schedule creation in support of business plans, productivity, and operational objectives.
Monitor real-time associate activities and provide intraday reporting to leadership.
Assist with historical data collection and develop visual tools to help leadership identify trends/patterns.
Support associate onboarding, training, engagement, audits and technology issues, as directed.
Other duties assigned by manager
Meet performance expectations set forth by manager
Comply with the Outcomes Telecommuter Policy, Attendance Policy and other specific policies and procedures
QualificationsKNOWLEDGE & REQUIREMENTS
Work style that assigns a sense of urgency, with emphasis on the importance of timeliness, accuracy and accountability
Maintain a level of persistence and follow-up to ensure that no details are missed
Excellent organizational skills; Must be able to multitask and work with competing priorities
Strong problem-solving skills
Skilled in basic math concepts and principles
Strong written and verbal communications skills; ability to collaborate with all levels in the business unit
Computer/Technology Competency; ability to troubleshoot technology issues
Proficient in Microsoft office suite, emphasis Excel
EDUCATION & EXPERIENCE REQUIREMENTS
Minimum years of work experience: 2 years in call center operations or large-scale scheduling operations
Minimum level of education or education/experience: Associates or equivalent work experience
Preferred, but not required:
Advanced Excel Skills
Experience with workforce scheduling technology
Experience in “back office” administration duties
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Frequent sitting in stationary position at a desk
Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
Occasional twisting of body
Occasional reaching by extending hands and arms in any direction
Occasional lifting, pulling, or pushing
What’s In It For You?
Medical, Dental and Vision Plans
Voluntary Benefits
HSA & FSA
Fertility & Family Planning Benefits
Paid Parental Leave
Adoption Assistance Program
Employee Resource Groups
Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
11 Paid Holidays
Corporate Wellness Program
401k Employer Match & Roth Option Available – immediate eligibility
#LI-DNP
Apply To This Job