Contact Center Workforce 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 volume, 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, providing input for continual improvements
• Utilize workforce management software to update schedules, optimize staffing, and process time-off 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
• Two-year degree or equivalent experience in a related field
• Strong analytical skills with knowledge of statistical analysis in call center data
• Ability to prioritize and multitask effectively in a team environment
• Proficiency in communication and interpersonal skills