[Hiring] Customer Experience Workforce Management Specialist @DaVita Kidney Care

Role Description

A Workforce Management Specialist is accountable for the execution of the Workforce Management Service. They will work closely with Support Supervisors and/or Managers to ensure Service Levels are met while managing their workforce.

• Utilize the NICE IEX Workforce Management software to:
• Generate schedules for various support groups
• Perform staffing, SLA, and trending analysis
• Plan and communicate Saturday, Holiday, and On-Call staffing
• Facilitate agent moves, schedule changes, etc. for agents across call center segments
• Other duties as assigned.

Qualifications

• Strong analytical skills
• Ability to work independently and meet deadlines in a fast-paced environment
• Proficiency in Microsoft Office Suite of Applications
• Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position

Requirements

• 1 – 2 Years’ experience in a Workforce Management position (preferred but not required)
• Presentation Development and execution of reporting and analysis (preferred but not required)
• Travel - None
• Nights/Weekends - Rare, < 5%

Benefits

• Comprehensive benefits:
• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family:
• Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs:
• Variety of programs to help strong performers grow within their career
• On-demand virtual leadership and development courses through DaVita’s online training platform StarLearning