A Place for Mom

Scheduling Analyst

Job Location(s) US-Remote
Job ID
2022-7840
# of Openings
1
Category
Commercial Operations

Overview

A career with A Place for Mom (APFM) is an opportunity for you to join a rapidly expanding company committed to making a difference for seniors and their families. A Place for Mom is an online platform connecting families searching for senior care services with a team of experienced advisors providing insight-driven and personalized solutions.  Our mission, as the leader in senior care advisory, is to be a trusted destination for families and our community customers. We are a quickly growing organization with over 500 advisors connecting more than 300,000 families every year to one of our community customers.

 

Living by our values and working to achieve excellence on behalf of our customers is integral to success at A Place for Mom.  Employees who thrive at A Place for Mom live our values every day and are an important part of our hiring practices: 

  • Focus on Excellence
  • Act with Integrity & Assume Positive Intent
  • Drive Outcomes Every Day with Passion and A Sense of Mission
  • Make the Lives of our Families and Customers Better, Easier and More Successful
  • Realize the Full Potential in Each Team Member; Work as a Single Supportive Team

 

The Position:

We are seeking a Scheduler/Scheduling Analyst to be a part of the Workforce Management team. The Scheduler is focused on end-to-end scheduling life cycle and site performance during the day to ensure effective management of the incoming and outbound phone volume. This role is a key part of the Sales Organization, being responsible for ensuring that the first point of contact for our customers is continuously operational. 

 

Who you are:

This role is ideal for someone who has strong organizational skills, can prioritize workload, and perform multiple tasks with attention to detail. In this role, the Scheduler/Scheduling Analyst will have the opportunity to play a role in developing the Workforce Management function and driving rapid growth at A Place for Mom.

Responsibilities

  • Ensure schedules are generated on a regular basis to maximize efficiency of resources
  • Experience with forecasting techniques and statistical knowledge
  • Work with Sales Ops in getting timely update on work shifts
  • Capture and update NPT (Site wide meetings, 1:1s, Meetings, Trainings) basically all non-case activities in excel to ensure we have visibility to future staffing’s with shrinkage and call out gaps and risks
  • Manage (Approve / Reject) Shift swap request
  • Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations
  • Provide and maintain Intra-day Performance
  • Ensure data integrity within WFM system
  • Run quarterly Shift Bids and assist managers with data to volunteer field teams on preferred shifts
  • Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
  • Have a real time communication with the WFM team and operations when call outs or changes need to be done
  • Support changes within routing profiles
  • Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and KPI’s
  • Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
  • Review and process schedule changes and requests in real-time
  • Aid the WFM team as needed
  • Other duties as assigned

Qualifications

  • Bachelor’s degree
  • Advanced skills using Microsoft Excel/Google in a business environment
  • Ability to prioritize and meet tight deadlines
  • Analytical with attention to detail
  • Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
  • Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently

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