Workforce Management Specialist, Bilingual Spanish

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🕒 June 2

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $24 - $37 / hour

⏰ Full Time

🟢 Junior

💬 Bilingual

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Be Well Pharmacy

WebsiteLinkedInAll Job Openings

1 - 10 employees

💊 Pharmaceuticals

🧘 Wellness

Pharmaceuticals • Wellness

Be Well Pharmacy is a patient-facing pharmacy service that helps patients manage prescriptions and interact with their healthcare providers through a connected patient portal. The company provides online prescription refill requests, appointment management, access to test results and doctor communications, and integrates with electronic health record patient portals such as MyChart for streamlined medication and care coordination.

📋 Description

• Monitor Key Performance Indicators (KPI) through actively utilizing Workforce Management tools • Real time monitoring of all daily performance models ensuring actual staff are aligned with predetermined forecasts and schedules provided by the Workforce Supervisor • Escalate and facilitate resolution of issues across Connection Center operations as required to ensure compliance with Service Level Agreements (SLA) • Direct staffing changes due to short- and long-range forecast revisions, considers the impact of staffing allocations and considers how staffing allocations will impact results • Coordinates and communicates training, meetings, and other off phone activities • Ensures accurate associate documentation, such as schedule change requests, time off requests and schedule adherence • Ensures call routing business rules and changes are communicated and implemented • Assist in monitoring of sick calls, tardiness, etc., entering real time exceptions into Connection Center attendance database • Responsible for operational reports for key areas of assignment to include but not exclusive, referrals, hospital discharge, schedulable orders • Manages MYMD emergency broadcast messages when system and or telephone failures occur • Performs other duties as required

🎯 Requirements

• Associate degree in business, management, call center administration • One (1) year of experience forecasting and planning in a call center • Three years’ experience in customer service involving complex analytical problem-solving skills • Bilingual, Spanish -OR- An approved equivalent combination of education and experience • Mitel Call Center and Workforce Management experience preferred • Experience with telephony reporting systems • Knowledgeable of all contact center metrics, processes, and key performance indicators • Strong organizational, analytical and data look-up, entry and mining skills • Strong Excel skills • Excellent verbal and written communications • Ability to work with minimal guidance in a time critical environment • Flexibility and change management skills • Coaching and mentoring skills

🏖️ Benefits

• Medical • Dental • Vision • Life, Short and Long-term Disability Insurance • Retirement Funds • Paid Time Off • Tuition reimbursement