[Hiring] Disputes Real Time Workforce Consultant @Velera

Role Description

The Disputes Real Time Workforce Consultant will coordinate current day Operations Division staffing to improve efficiency and productivity while supporting outbound services and new services as they develop.

• Flexibility with schedule as business needs demand.
• Allocate agent resources to ensure service level standards are achieved using various call management applications.
• Identify and coordinate productive and non-productive activities such as lack of work (LOW), overtime, meetings, training, and special projects.
• Monitor schedule adherence to ensure proper volumes are worked.
• Maintain communication with team Forecaster and Scheduler regarding intraday performance needs and changes.
• Relay accurate technical interruption/outage information to appropriate support departments and escalation to management.
• Recognize and react to drastic changes in work volume trends.
• Supply recommendations to management as to short-term staffing needs as a result of adherence and absenteeism issues.
• Supply management with timely and accurate service level reporting.
• Accumulate, manage and present information pertaining to the Operations Division while using the appropriate hardware/software.
• Maintain and analyze daily, weekly, and monthly reports.
• Ensure maximum efficiency and fulfill staffing requirements by utilizing scheduling software.
• Analyze and report analyst trends in performance information to supervisors and management.
• Perform other duties as assigned.

Qualifications

• Associate’s degree in related field or equivalent combination of education and experience required.
• Minimum two (2) years' experience in call center or disputes operations environment required.
• Minimum two (2) years' experience working with Workforce Management concepts preferred.
• Contact Center or Disputes Operations real-time management experience preferred.

Requirements

• Knowledge of scheduling software, such as NICE WFM preferred.
• Advanced knowledge of PC MS Windows-based software required with strong proficiency in Word, Power BI, Qlik, and Excel spreadsheets applications.
• Experience with disputes applications such as First Disputes, Actone, Resolution Center and associated reporting systems preferred.
• Strong analytical, professional, organizational and time management skills required.
• Ability to communicate effectively in both verbal and written formats with individuals or groups.
• Ability to exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of personnel.
• Ability to demonstrate strong analytical and quantitative skills.
• Ability to manage multiple projects, work in a fast-paced environment and meet deadlines.
• Ability to utilize personal computers, telephone, calculator and other general office equipment.

Benefits

• Competitive wages.
• Medical with telemedicine.
• Dental and Vision.
• Basic and Optional Life Insurance.
• Paid Time Off (PTO).
• Maternity, Parental, Family Care.
• Community Volunteer Time Off.
• 12 Paid Holidays.
• Company Paid Disability Insurance.
• 401k (with employer match).
• Health Savings Accounts (HSA) with company provided contributions.
• Flexible Spending Accounts (FSA).
• Supplemental Insurance.
• Mental Health and Well-being: Employee Assistance Program (EAP).
• Tuition Reimbursement.
• Wellness program.
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.