Workforce Management Specialist

MDVIP LLC•Boca Raton, FL

27m•Onsite

About The Position

Monitors inbound/outbound traffic and agent status to ensure proper staffing and scheduling adjustments are completed for the various departments within the Patient Contact Center. Works closely with the management team to provide support to ensure departmental service levels are achieved. Effectively communicates with internal and external teams, maintaining a positive and professional demeanor during all contacts.

Requirements

High school diploma or general education degree (GED); and a minimum of three years related experience and/or training.
Related experience includes prior customer service in a call center environment, or business / administrative experience.
High degree of accuracy and attention to detail, with the ability to organize simple and complex tasks.
The ability to handle multiple tasks simultaneously.
Knowledge of modern office procedures and methods including telephone communications, office systems, and organized record keeping.
Must have knowledge of secretarial, office administrative procedures, and knowledge of use and operation of standard office equipment, Skill to type 45 words accurately per minute.
Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database, and presentation software.
Analytical ability is required to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work.
Ability to establish priorities, work independently, and manage objectives with little supervision.
Ability to identify, handle and resolve recurring issues.
Proficient in Microsoft Office applications.
Able to learn new software easily.

Nice To Haves

An Associate degree is desirable, but not required.
Specific MDVIP contact center/ membership experience highly desirable.
Demonstrated skill and consistent performance at MDVIP may account for at least one year of required service.

Responsibilities

Assists in planning and driving all inbound/outbound related traffic including but not limited to voice shots, strong leads lists, scheduled call backs, e-mail, voicemail, membership, and marketing driven activities.
Manages scheduling for PCC agents using the NICE WFM platform for trainings, events, and shifts.
Maintains various departmental logs, spreadsheets, and reports.
Creates and edits campaign calling lists within various systems including: InContact, Salesforce and voiceshot.com.
Manages voice shot sound files, scheduling and distribution for all areas as needed.
Communicates planned efforts with both internal and external stakeholders.
Assists with forecasting and tracking traffic vs. staffing and technology needs in the PCC.
Assists with agent specific and departmental performance reporting.
Uses Data Loader for bulk updates within Salesforce.