Customer Experience Workforce Management Specialist (IT)

DaVita Kidney Care

11d • $21 - $28 • Onsite

About The Position

A Workforce Management Specialist is accountable for the execution of the Workforce Management Service. They will work closely with Support Supervisors and/or Managers to ensure Service Levels are met while managing their workforce. They will utilize the NICE IEX Workforce Management software to generate schedules for various support groups, perform staffing, SLA, and trending analysis, plan and communicate Saturday, Holiday, and On-Call staffing, and facilitate agent moves and schedule changes for agents across call center segments. Other duties as assigned.

Requirements

• Strong analytical skills
• Ability to work independently and meet deadlines in a fast paced environment
• Proficiency in Microsoft Office Suite of Applications
• Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

Nice To Haves

• 1 – 2 Years’ experience in a Workforce Management position
• Presentation Development and execution of reporting and analysis

Responsibilities

• Generate schedules for various support groups using the NICE IEX Workforce Management software
• Perform staffing, SLA, and trending analysis
• Plan and Communicate Saturday, Holiday, and On-Call staffing
• Facilitate agent moves, schedule changes, etc. for agents across call center segments.
• Other duties as assigned.

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, Headspace®, backup child and elder care, maternity/paternity leave
• Professional development programs
• On-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed