[Hiring] Senior Workforce Management Specialist @Inspira Financial

Role Description

This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering intraday management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes:

• Demonstrating a strong understanding of how staffing and skilling requirements translate to the creation of optimal schedules and intraday management to support multi-department contact center operations.
• Making quick data-driven solutions to constantly changing environments.
• Providing real-time monitoring via available tools (CXone, IEX, etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals/business objectives.
• Maintaining constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results.
• Evaluating staff schedules and ensuring data updates into scheduling system for the current week.
• Providing daily/intra-day performance reports to leadership.
• Comparing results to forecast and identifying opportunities for improvement.
• Maintaining ACD skilling and prioritization and volume balancing across all contact center resources.
• Generating ad-hoc reports as needed.
• Managing current week time off administration.
• Gathering, analyzing and summarizing data from multiple sources in support of disseminating meaningful workforce data and metrics.
• Administering overtime and voluntary time off opportunities to support service goals and optimize financial outcomes.
• Mentoring and training current and new team members.
• Developing processes to enhance the overall efficiency of the department.
• Responding to tickets/issues in a timely manner outlined by internal service level thresholds.
• Other duties as assigned.

Qualifications

• 3-5 years of experience in Call Center Workforce Management.
• Bachelor's Degree in Business, Finance or related preferred.
• Prior call center experience required.
• Proficient with Microsoft Office suite of products.
• Experience with Workforce Management Systems preferred.
• Comfortable learning new systems.
• Excellent oral and written communication skills.
• Problem solving skills.
• Attention to detail and accuracy.
• Strong organizational skills.
• Analytical skills.
• Ability to successfully multitask and prioritize tasks.

Requirements

• Infrequent travel under 10% annually.
• Occasionally lifts up to 25 pounds.
• Ability to work overtime.
• Prolonged periods of sitting at a desk and working on a computer.