Staffing Specialist - Scheduling (Healthcare Call Center)

Fonemed; San Juan de Terranova; On-site; CAD 45,000 - 65,000; Full time

Job summary

A healthcare service provider in Canada is seeking a Staffing Specialist to manage schedules for their contact center teams. The ideal candidate will have scheduling experience, strong communication skills, and the ability to juggle priorities effectively. This is a full-time position offering a competitive compensation package and great benefits. Join our dedicated team and contribute to a culture of care!

Benefits

Health benefits

Retirement saving options

Paid leave program

Qualifications

• Prior scheduling experience in a contact center or healthcare environment.
• Knowledge of workforce management KPIs and real-time monitoring.
• Strong written and verbal communication skills.
• Ability to meet deadlines.
• Ability to manage high volumes of requests and competing priorities.

Responsibilities

• Generate, manage, and publish efficient schedules for multiple lines of business.
• Coordinate staffing levels and contact center efficiency.
• Collaborate to develop schedules based on call volumes and legislation.
• Monitor and examine schedule efficiency for improvements.

Skills

Effective communication skills

Interpersonal skills

Attention to detail

Time-management skills

Flexibility with last-minute changes

Self-starter

Education

Degree or diploma in business, office administration or related field

Tools

Microsoft Office (Excel, Outlook, Word, PowerPoint)

Job description

Position Overview

Staffing Specialist - Scheduling (Full Time) – Fonemed is looking for a passionate and dedicated Staffing Specialist to join our growing team. We are seeking a motivated, organized and results-driven individual with a positive attitude and experience scheduling for large groups.

As the Staffing Specialist, you will generate and manage schedules for the contact center (call center) teams based on staffing requirements. You will make staffing adjustments in accordance with the budget, daily staff levels, sick calls, call volumes and time off requests. This position is responsible for creating and maintaining schedules within our organization for both clinical and non-clinical teams located in the U.S. and Canada.

Responsibilities

• Generate, manage, and publish efficient schedules based on staffing requirements for multiple lines of business.
• Coordinate with various departments on staffing levels and contact center efficiency maximization.
• Collaborate with Clinical Directors, planning and recruitment teams to develop schedules for multiple staff groups in accordance with call volumes, legislation, and company policies.
• Review and process time-off requests based on employee accruals, operational requirements, and company guidelines.
• Coordinate and update payroll manager on changes and deviations from the published schedule that affect employee payroll.
• Process schedule-related changes such as shift changes, shift-swaps, shift giveaways and generate daily break boards for various lines of business.
• Track staff availability and scheduling-related changes and sick calls appropriately.
• Monitor and examine schedule efficiency and implement improvements where necessary.
• Read, analyze, and understand KPI reports to analyze scheduling-related impacts and make necessary changes to schedules.
• Handle ad hoc requests or project work relating to headcount, staffing, or resource management as required.

Skills and Requirements

You should possess effective communication and interpersonal skills to successfully interact with various members of the organization on a regular basis. You will need to be flexible with last-minute changes, and fair and consistent when managing the needs of individual staff members. Qualifications for this position include:

• Prior scheduling experience in a contact center or healthcare environment would be an asset.
• Knowledge of workforce management KPIs, real-time monitoring and scheduling.
• Demonstrate strong written and verbal communication skills.
• Excellent attention to detail, prioritization and time-management skills.
• Ability to meet deadlines is essential.
• Basic to intermediate level proficiency in Microsoft Office (Excel, Outlook, Word, PowerPoint).
• Ability to multi-task, managing high volumes of requests and competing priorities.
• Self-starter and highly motivated with a very strong work ethic.
• Degree or diploma in business, office administration or related field preferred.
• Must be able to produce a clear background check.

Why Work with Us

With over 20 years in the telehealth industry servicing clients across North America, Fonemed prides itself on providing outstanding client experience and practicing a culture of care in everything we do. We are a growing company that values our greatest resource – our people. We provide a collaborative company culture and a welcoming team. We offer our team the opportunity to work in an exciting industry and a competitive compensation package, including health benefits and retirement saving options, as well as a great paid leave program. If you are looking for a company that values you, apply today!

Fonemed is an equal opportunity employer and is committed to diversity, equity, and inclusion. We appreciate the interest of everyone who applies for the position; however only those selected for an interview will be contacted. Please visit our website at www.fonemed.com.