Job Summary
The US Workforce Management Analyst/Scheduler is responsible for managing all aspects of workforce management scheduling efforts across our support teams, including frontline support technicians in the US and international BPO partner offices. This role focuses on creating, maintaining, and optimizing agent schedules to align with forecasted demand and ensure optimal staffing coverage. Secondary responsibilities include workforce forecasting, planning, real-time analysis, and operational collaboration to support overall business performance.
What you will do
- Scheduling (40%): Develop and maintain optimized agent schedules across all support functions, ensuring alignment with service level targets and performance goals. Update headcount tracking, monitor agent status changes, and plan for skilling and training needs.
- Staffing Model (30%): Create and maintain staffing models for every support group, including agent schedules, tracking program headcount, and agent changes (including cross-training and new hire classes).
- Data Analysis (10%): Review, update, and maintain historical data via WFM tools or templates. Use data to ensure staffing needs are fulfilled and provide recommendations when scheduling needs will not be met.
- Forecasting (10%): Create long-term and short-term call volume forecasts and staffing projections by tracking and analyzing historical trends impacting scheduling (ASA, AHT, CSAT, Overhead, Volume, Attrition, KPI).
- Real-Time Analysis (5%): Modify and maintain forecasting tools and perform real-time analysis as needed.
- Special Projects (5%): Participate in special projects and perform other duties as required.
Travel/Physical Demands
- Travel typically less than 10%. Office environment. No special physical demands required.
Must have:
- Typically 3 to 5 or more years of increasing responsibility in workforce management or scheduling roles.
- Working knowledge of contact services industry and best practices, including demonstrated knowledge of call center metrics and forecasting techniques.
- Proficiency in WFM tools such as CXOne or equivalent.
- Mastery of Windows operating systems and related office suite software.
- Ability to work with minimal guidance or supervision in a time-critical environment.
- Flexibility and adaptability to changing business needs and processes.
- Strong communication, analytical, and time management skills.
The posted range for this position is $70,000-$82,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range.
What you get as a Henry Schein One Employee
- A great place to work with fantastic people.
- A career in the healthcare technology industry, with the ability to grow and realize your full potential.
- Competitive compensation.
- Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One
Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do 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.
Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.
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What We Do
Henry Schein One is the world’s largest dental practice management software company. Founded in 2018, Henry Schein One launched a new era of integrated dental technology by merging the market-leading practice management, patient communication and marketing systems of Henry Schein and Internet Brands into one company. Our goal: To simplify each aspect of dental practice management by delivering software that connects with each other, shares data and automates more tasks – helping each member of the dental team work smarter and more efficiently.
Headquartered in American Fork, Utah, Henry Schein One combines market-leading brands, such as Dentrix®, Dentrix Ascend®, Lighthouse360®, and TechCentral™, as well as Henry Schein's international dental practice management systems, including Software of Excellence®, Logiciel Julie, InfoMed®, Exan®, and Labnet™, with the dental businesses of Internet Brands, including web-based solutions such as Demandforce®, Sesame Communications®, Officite®, and DentalPlans.com® and more. Henry Schein One integrated 13 companies, 40+ software brands and employs approximately 1,500 people.
