Job Summary

This role is essential to the successful operation of our Nursing Center operations related to workforce management and operational management. The role involves both strategic workforce forecasting and planning as well as day-to-day oversight of shifts, schedule adherence and service level results. The role includes forecasting and scheduling in a multi-shift 24/7 environment with both an onsite and remote workforce.

Primary Responsibilities

• Management of Nursing schedules to meet hospital client expectations and
• Work in collaboration with Banyan teams (Executive Team, Finance, Account Management, HR, etc.) to make sure client needs are being met.
• Creation of workforce schedules to meet service level requirements.
• Oversight of shift coverage, trades, absences, PTO (planned and unplanned) etc....
• Monitoring of shrinkage and schedule adherence
• Real-time management of performance, while contributing strategic input on improvement initiatives
• Investigation of any imperfections and improvement opportunities along with response to queries from account management and customers
• Oversight of staff productivity results and coordination with the Clinical Operations team to ensure service targets are met.
• Contribute to team communications and engagement strategies.
• At the direction upper management, generation of key reports focused on staffing and people performance
• Focus on continuous improvement both as it relates to process and technology.
• Other project, duties and tasks as assigned by department Director.

Job Qualifications

• 5 or more years of Workforce Management experience preferred.
• Proficient in contact center forecasting
• Experience in forecasting multi-shift staffing
• Very strong attention to detail, prioritization, and organization skills
• Strong analytical skills
• Self-starter who is willing to take initiative and acts proactively.
• Exceptional teamwork and communication
• Proficient in Microsoft Office suite including Microsoft Excel
• Bachelor's degree or equivalent practical experience