Workforce Management Specialist

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🕒 Julho 13

🥔 Idaho – Remoto

🥔 Idaho – Remote

💵 $24 - $29 / hora

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

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Navitus Health Solutions

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2003

💼 Consultoria

🛡️ Seguros

🏥 Saúde

Consulting • Insurance • Healthcare

Microsoft 365 é uma suíte de aplicativos de produtividade baseada em nuvem, desenvolvida para pessoas, famílias, empresas e instituições de ensino. Inclui ferramentas populares como Word, Excel, PowerPoint, Outlook e Teams, permitindo criar, colaborar e compartilhar documentos e dados de forma contínua entre dispositivos. O Microsoft 365 aumenta a produtividade com recursos como o Microsoft Copilot, que integra capacidades de IA para auxiliar nas tarefas do dia a dia, garantindo o armazenamento e a organização seguros dos arquivos e facilitando o trabalho em equipe e a comunicação eficaz.

Descrição

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling. • Conduct and document routine data validation of WFM systems and reports. • Collaborate with department leadership to understand all possible impacts to volume and staffing. • Measures accuracy of those forecasts on both short term and long-term basis. • Meet established forecast accuracy goals. • Review staffing forecasts on a daily, weekly, etc. basis and proactively address staffing concerns. • Monitors volume demand throughout the day in real time and flexes workforce accordingly. • Schedules activities around forecasted contact patterns and ensures activities are current in the WFM system. • Notifies affected parties when off-line activities need to be rescheduled. • Schedules off-phone activities when contact volumes are down. • Adjusts call routing as directed when unusual call patterns exist in order to ensure service levels are met; manages multiple queues and skill groups. • Identify need for departmental reports for individual and unit performance metrics and submit requests for enhancements; see through to production. • Create agent schedules to support contact volume demands and optimize contact center performance. • Prepare standard and ad-hoc reports as required for internal and external customers with high level of accuracy and professionalism. • Documents and assembles requirements to generate reports, charts, scorecards, dashboards, forecasts for business use. • Responsible for development of training materials and documentation of policies and procedures. • Other duties as assigned.

🎯 Requisitos

• High school diploma or GED required • Associate’s degree in the field of Mathematics, Statistics, or related field preferred • 4 years’ experience working in a contact center environment required. • 1 year of workforce management experience forecasting, scheduling, and utilizing WFM tools required. • Experience writing reporting requirements, testing, and implementing these reports preferred. • Participate in, adhere to, and support compliance program objectives. • The ability to consistently interact cooperatively and respectfully with other employees.

🏖️ Benefícios

• Top of the industry benefits for Health, Dental, and Vision insurance • 20 days paid time off • 4 weeks paid parental leave • 9 paid holidays • 401K company match of up to 5% - No vesting requirement • Adoption Assistance Program • Flexible Spending Account • Educational Assistance Plan and Professional Membership assistance • Referral Bonus Program – up to $750!