[Hiring] Operations & Workforce Planning Specialist @Zevo Health

Role Description

We are seeking an energetic, dynamic and confident individual to join our Business Operations team. In this role, you will manage scheduling and support onboarding and reporting for global clients, ensuring efficient operations and successful client engagements.

This role requires strong engagement, organization and collaboration skills to ensure our resources are optimized across our high volume of clients which is continually increasing.

While the Service Delivery Manager (SDM) has overall accountability for the client relationship, our Business Operations team need to be sufficiently confident and competent in dealing with customers, to support both the clients and the SDM through the processes of onboarding, scheduling and reporting.

This role is ideal for individuals who like working in fast paced environments, and are deeply passionate about customer success, enhancing organizational effectiveness, and driving successful execution at an operational level.

Key Responsibilities

• Scheduling:
  • Manage the day-to-day scheduling of group activities for our clients.
  • Implement workforce planning best practices, drawing on previous experience and industry standards.
  • Review and enhance existing scheduling processes to improve efficiency and workforce utilization.
  • Support teams in adopting and optimizing new scheduling and workforce planning systems.
  • Gather all client requirements for workshops and group events at the outset.
  • Engage the appropriate clinician as assigned by the Clinical team, working with the client to schedule the sessions based on both the client and clinician availability.
  • Ensure the Clinicians’ availability is captured on the Digital Therapy platform back-end, for counselling sessions for our clients, across our global pool of clinicians.
  • Send appropriate communication, workshop details and meeting links to the client point of contact.
  • Assist clinicians and the client with any group booking logistics challenges and escalate any issues to the Service Delivery Manager immediately.
  • Managing requests from the client within the terms of our contracts, balancing flexibility with firm boundaries where requests are outside of our service level agreements.
  • Tracking all schedule details in a standard shared document, ensuring the Service Delivery Manager and Business Operations team members can provide cover and additional support where required.
  • Ensure consistency and accuracy in scheduling practices across the organization.
• Reporting:
  • Run reports from our Digital Therapy platform, collect data from our clinical teams and prepare regular reports on operational performance and productivity.
  • Collaborate with the Clinical team and the client Service Delivery Manager to produce the monthly and quarterly business reports for our clients.
  • Recording the production of reports on the central client database as they are prepared and delivered to clients.
  • Translate complex workforce data into clear insights that drive operational efficiency and business performance.
• Onboarding:
  • Support onboarding for both large-scale programs and smaller, agile engagements, ensuring efficient implementation of new client services.
  • Ensure the service information for each new client is captured for the establishment of the client.
  • Provide first line support for customer enquiries regarding scheduling and scheduling communications.
  • Configure the back-end system for the set-up of new client companies and new clinicians.
  • Collaborate with the onsite and corporate clinical teams and our clients to schedule group sessions and support days based on clinician availability and aligned to customer requirements.
  • Collaborate with our clinical teams and the Service Delivery Manager to prepare Launch days for our clients, including marketing and communication packages, user guides and clinician information.
  • Our goal is to have a team that can work equally effectively on small engagements that need to be implemented with nimble efficiency over a period of weeks, as they do with the large-scale, structured onboarding projects that can take up to three months.
• Client Support:
  • Responding to client queries received on Hubspot, engaging the relevant internal stakeholders as required.
  • Recording details of client communications, clinicians assigned and important account activities.
• Teamwork:
  • Work collaboratively within the team, supporting each other to ensure clients consistently receive excellent service.
  • Embrace Zevo’s values of accountability, innovation, and teamwork, always putting our customers first.

Qualifications

• 3+ years of experience in business support roles, with a strong focus on customer success, communications and working with data.
• Proven experience in workforce planning and the effective use or implementation of scheduling tools and best practices.
• Strong experience working with AI Tools.
• Strong analytical skills with the ability to interpret data, identify trends, and provide actionable workforce insights.
• Confident engaging and communicating with clients, both oral and written, with the ability to lead meetings both with clients and internal teams.
• Exceptional organizational skills, strong attention to detail, and the ability to manage multiple priorities.
• Demonstrated excellent team working experience with the ability to take ownership of individual responsibilities, that feed into the accountabilities of key internal stakeholders.
• Demonstrated ability to work collaboratively within a team environment, fostering innovation, accountability, and excellent client service.
• Experience with scheduling and/or event management is a bonus.
• Strong capability with Excel is a must, PowerBI capability is a bonus.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.