Contact Center Workforce Management Specialist

Job Summary

Optimizing contact center operations, the full-time remote Contact Center Workforce Management Specialist will analyze historical data, develop forecasts for call, chat, and email volumes, create agent schedules, and monitor real-time adherence to ensure service level agreements are met.

Key responsibilities

• Monitor real-time reporting to achieve optimal patient access and meet service level goals while providing input for continual improvements
• Update published schedules and optimize staffing by processing schedule changes, time-off requests, and overtime requests
• Analyze staffing needs and productivity metrics to make accurate projections and recommendations for efficiency improvements

Required qualifications

• Experience in multi-site call center monitoring, planning, and scheduling in real time
• Two-year degree or equivalent combination of education and job-related experience
• Strong analytical skills with knowledge of statistical analysis of call center data and workforce management
• Ability to prioritize and multitask while maintaining accuracy and attention to detail
• Effective communication and interpersonal skills