Workforce Manager

🕒 4 days ago

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Point C

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

Point C is a trusted health benefits partner that delivers meaningful solutions for brokers and their self-funded clients. The company specializes in administering benefit plans, managing medical costs effectively, and ensuring a high-value experience for members. With a focus on vendor integration and data-driven insights, Point C aims to simplify the benefit process while providing access to quality care and innovative mobile tools for its clients and their employees.

📋 Description

• Analyze historical data to forecast call volume/workload trends • Develop short-term and long-term staffing models • Monitor real-time adherence and staffing levels • Recommend adjustments based on performance metrics • Build and maintain employee schedules • Manage shift bids, PTO planning, and staffing coverage • Support intraday management decisions • Ensure staffing aligns with service-level goals • Maintain Workforce Management platforms (e.g., Zendesk, ADP) • Configure queues, skills, schedules, and forecasting inputs • Troubleshoot system issues and partner with IT/vendors • Support upgrades and enhancements • Partner with operations leaders on staffing strategies • Identify efficiency improvement opportunities • Support workforce planning meetings / Maintain documentation and process workflows

🎯 Requirements

• Bachelor’s degree in Business, Analytics, IT, or related field (or equivalent experience) • 2+ years’ Workforce Management or call center analytics experience • Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.) • Advanced Excel skills (pivot tables, formulas, trend analysis) • Strong analytical and problem-solving ability • Attention to detail and data accuracy • Experience supporting multi-site or multi-channel environments preferred • SQL, Power BI, or Zendesk “CRM” experience preferred • Knowledge of forecasting models preferred • Healthcare, contact center, or operations background preferred

🏖️ Benefits

• Comprehensive medical, dental, vision, and life insurance coverage • 401(k) retirement plan with employer match • Health Savings Account (HSA) & Flexible Spending Accounts (FSAs) • Paid time off (PTO) and disability leave • Employee Assistance Program (EAP)