Sanford Health Workforce Scheduler | IT Help Desk | Sioux Falls in Sioux Falls, South Dakota
Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We're proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint.
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Facility: Sanford Business Center Building
Location: Sioux Falls, SD
Shift: 8 Hours - Day Shifts
Job Schedule: Full time
Weekly Hours: 40.00
Responsible for building and maintaining appropriate shift schedules based on the various contact channels and volume trends. Schedules staff training, coaching, one-on-one meetings, department huddles and various activities while maintaining appropriate coverage on the phones and ticket queues. Schedules staff for twenty-four hour coverage in addition to scheduling individuals for multiple locations.
Proactively recommends training, overtime and voluntary time off based on contact volume. Monitors attendance and schedule adherence. Tracks attendance records against company policy. Reconciles and approves employee timesheets against schedule and time in/time out reporting.
Develops a set of priority rules governing how shifts are assigned. Establishes a set of scheduling resources and monitoring systems to manage schedule administration, communication and tracking performance. Performs real-time analysis duties to ensure service levels are met. Monitors call volume and average speed of answer (ASA) in real time and adjusts schedules to ensure consistent services. Analyzes historical patterns to determine nature, variance and seasonality of call arrival patterns.
Processes schedule trade requests for posted schedules. Uses accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction through schedule rotation, adjusted hours of operation and staffing levels.
Maintains holiday patterns and other volume influx patterns to ensure appropriate staffing levels are planned. Aligns contact demands with agent supply to achieve key performance objectives (service levels, utilization, budgeting, etc.). Provides long-term staffing forecasts to management in support of future strategic initiatives. Determines yearly, monthly, daily and intra-day workforce requirements by gathering data on contact center statistics, marketing campaigns and system events.
Bachelor’s degree in business, statistics or a related field required. In lieu of a bachelor’s degree will accept six years of call center operations work in a centralized call center environment.
Minimum of two years’ application experience preferred.
General computer skills and ability to use programs such as PowerPoint, Excel, work and Microsoft Outlook.
Sanford is an EEO/AA Employer M/F/Disability/Vet.
If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to firstname.lastname@example.org .
Job Function: Information Technology
Req Number: R-19147