Workforce Management Specialist

MDVIP • Boca Raton, FL

6d • Onsite

About The Position

The Workforce Management Specialist monitors inbound and outbound traffic and agent status to ensure appropriate staffing and scheduling adjustments for departments within the Patient Contact Center (PCC). The role works closely with management to support departmental service levels and communicates professionally with internal and external teams.

The specialist plans and coordinates call campaigns, manages agent schedules in the NICE WFM platform, maintains departmental records and reports, and edits calling lists in systems including InContact, Salesforce, and voiceshot.com. The role also supports forecasting, staffing and technology needs, performance reporting, and bulk Salesforce updates. Additional duties may be assigned or changed at any time.

This is a corporate-based role in Boca Raton, Florida. Employees are expected to work from the corporate office and may not perform work or access computer systems from outside the United States.

Requirements

• High school diploma or GED.
• At least three years of related experience and/or training. Demonstrated skill and consistent performance at MDVIP may count for at least one year of required service.
• Related experience may include prior customer service in a call center or business/administrative experience.
• High degree of accuracy and attention to detail, with the ability to organize simple and complex tasks.
• Ability to handle multiple tasks simultaneously.
• Knowledge of modern office procedures and methods, including telephone communications, office systems, and organized record keeping.
• Knowledge of secretarial and office administrative procedures and the use and operation of standard office equipment.
• Ability to type 45 words per minute accurately.
• Knowledge of computer software applications for word processing, spreadsheets, databases, and presentations.
• Analytical ability to gather and summarize data for reports, find solutions to 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.
• Proficiency in Microsoft Office applications and ability to learn new software easily.
• Ability to perform the physical and vision requirements described for the role, including prolonged sitting and computer use, close vision and focus adjustment, talking and/or hearing for significant periods, and periodically lifting or moving up to 15 pounds.
• Must work from the corporate office in Boca Raton, Florida; work and computer-system access from outside the U.S. are not permitted.

Nice To Haves

• Associate degree (desirable but not required).
• Specific MDVIP contact center or membership experience is highly desirable.

Responsibilities

• Plan and coordinate inbound and outbound traffic, including voice shots, strong leads lists, scheduled callbacks, email, voicemail, membership, and marketing-driven activities.
• Manage PCC agent schedules in the NICE WFM platform for training, events, and shifts.
• Maintain departmental logs, spreadsheets, and reports.
• Create and edit campaign calling lists in systems including InContact, Salesforce, and voiceshot.com.
• Manage voice-shot sound files, scheduling, and distribution as needed.
• Communicate planned efforts with internal and external stakeholders.
• Assist with forecasting and tracking traffic against staffing and technology needs in the PCC.
• Assist with agent-specific and departmental performance reporting.
• Use Data Loader for bulk updates within Salesforce.
• Plan and communicate call campaigns to stakeholders to support achievement of metrics.
• Ensure agent scheduling reflects forecast traffic to support departmental service levels.

Benefits

• Medical and prescription drug coverage
• Dental coverage
• Vision coverage
• Flexible Spending Account
• Health Savings Account
• Dependent Care Flexible Spending Account
• Basic and Supplemental Life Insurance
• Accidental Death and Dismemberment coverage
• Disability Income Protection Plan
• Employee Assistance Program
• 401(k) retirement program
• Vacation
• Paid holidays
• Personal time
• Paid sick and family and medical leave time as required by law
• Annual incentive compensation programs for eligible roles, subject to eligibility requirements and applicable performance factors
• Ongoing training and leadership development programs

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED