What are the responsibilities and job description for the Workforce Management Scheduling Analyst position at SmithRx?
Who We Are:
SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.
We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:
The Contact Center Workforce Management Scheduling Analyst plays a critical role in optimizing contact center operations by creating, maintaining, and analyzing schedules to ensure the right number of agents are available at the right times to meet service level goals. This role involves data-driven decision-making, collaboration with various teams, and a focus on balancing efficiency with employee satisfaction.
What you will do:
SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.
We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:
- Integrity: Always operate with honesty and transparency so we earn the trust of our clients.
- Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
- Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.
The Contact Center Workforce Management Scheduling Analyst plays a critical role in optimizing contact center operations by creating, maintaining, and analyzing schedules to ensure the right number of agents are available at the right times to meet service level goals. This role involves data-driven decision-making, collaboration with various teams, and a focus on balancing efficiency with employee satisfaction.
What you will do:
- Scheduling Analytics and Processing
- Develop and maintain agent schedules based on contact volume forecasts, historical data, and business requirements.
- Utilize workforce management tools (e.g. Talkdesk, NICE, Verint, Genesys, etc.) to optimize shift patterns, breaks, and lunch schedules.
- May assist in adjusting schedules in real-time or proactively to account for unexpected changes, such as absences or increased contact volumes.
- Analyze forecast requirements and recommend schedule adjustments.
- Work closely with the forecasting manager to align schedules with anticipated demand.
- Process time off requests and other schedule modifications based on business needs.
- Performance Monitoring
- Monitor key performance indicators (KPIs) such as service levels and be aware of average handle time (AHT), shrinkage and adherence.
- Provide regular reports on staffing efficiency, schedule adherence, and possibly agent productivity.
- Collaboration and Communication
- Collaborate with team leaders, supervisors, and managers to address scheduling concerns and operational challenges.
- Act as the point of contact for agent schedule changes, swaps, and time-off requests.
- Process Improvement
- Identify opportunities to enhance scheduling efficiency and propose improvements to processes and tools.
- Participate in workforce management projects and initiatives aimed at optimizing contact center performance.
- Compliance and Reporting
- Ensure schedules comply with labor laws, company policies, and contractual agreements.
- Prepare and present detailed scheduling and staffing reports to leadership.
- Bachelor's degree in Business, Mathematics, Statistics, or a related field, or equivalent experience
- Minimum 2 years of experience in workforce management, including minimum 1 years of experience in scheduling analyst position, preferably in a contact center environment
- Proficiency with workforce management software (e.g. Talkdesk, NICE, Verint, Aspect, or similar tools)
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
- Proficiency in Microsoft Excel and other data analysis tools
- Ability to multitask and work under pressure in a fast-paced environment
- Familiarity with contact center operations and metrics
- Knowledge of labor laws and workforce compliance requirements
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
- Flexible Spending Benefits
- 401(k) Retirement Savings Program
- Short-term and long-term disability
- Discretionary Paid Time Off
- 12 Paid Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations
- Professional development and training opportunities
