Staffing Specialist

**Staffing Specialist**

**Who We Are**

Founded in 1996, FONEMED seeks to make a positive difference in the healthcare of others through their daily interactions. With a mission “to provide excellence in Nurse Advice, Health Information and Remote Healthcare services for the patients we serve”, FONEMED takes pride in its employees, customers, and industry partners, providing the highest level of quality and outstanding client experience. We pride ourselves on practicing a Culture of Care in everything we do.

Through virtual care, we meet and provide care for individuals; in their homes, communities, or other locations where they live their lives. With almost 300 employees and over 400 clients throughout the United States and Canada, you share the company’s passion to defy the conventional boundaries of time and distance to get the right care to the right patient when and where it is needed the most.

**Position Overview**

As the Staffing Specialist you will be responsible to generate and manage schedules for the contact center (call center) team, based on our staffing requirements. You will be making staffing adjustments in accordance with the budget, daily staff levels, sick calls, call volumes and time off requests. This position is responsible for the creation and maintenance of schedules within our organization for teams located both in the U.S and Canada.

**Responsibilities**:

- Generate, manage, and publish efficient schedules based on staffing requirements for multiple lines of business.
- Co-ordinating with various departments on staffing levels and contact center efficiency maximization.
- Working collaboratively with Clinical Directors, planning and recruitment teams to develop schedules for multiple staff groups in accordance with call volumes, legislation, and company policies.
- Reviewing and processing time-off requests based on employee accruals, operational requirements, and company guidelines.
- Co-ordinating and updating payroll manager on any changes and deviations from the published schedule that affect employee’s payroll.
- Processing schedule related changes such as shift changes, shift-swaps, shift give aways and generating daily break boards for various lines of business.
- Tracking staff availability and scheduling related changes appropriately.
- Monitor and examine schedule efficiency and implement improvements where necessary.
- To read, analyze and understand KPI reports to analyze scheduling related impacts and make necessary changes to schedules.
- Ad hoc requests or project work relating to headcount, staffing, or resource management as required.

**Skills and Requirements**

You should possess strong communication and interpersonal skills to successfully interact with managers, human resources, nurses, customer service agents, and many other staff members 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.
- Must be able to produce a clear background check.

**Why Work with Us**

We are a growing company who 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 and dental benefits as well as life, LTD, critical illness insurance and more, a company matching RRSP, and a great paid leave program.

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