Workforce Management Specialist

HealthPlanOne•FL Remote, IA

4d•Hybrid

About The Position

HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today. The Workforce Specialist will assist in the execution of the company’s workforce planning, scheduling, real-time adherence, and analysis plans for contact center activities across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources. The WFM Specialist will monitor real-time forecasting and scheduling activities to ensure the company is on track to meet service metric goals.

Requirements

High School diploma or equivalent
Intermediate to advanced proficiency with Microsoft Works Suite
Experience in data analysis
Excellent communication skills both written and verbal
Excellent time management skills

Nice To Haves

Bachelor’s degree or CWPP (Certified Workforce Management Professional) or ACWPP in RTA or Scheduling
2 years in WFM Real Time or Call Center Supervisory Roles
Experience with workforce management tools (IEX, Verint, Calabrio, Five9, CXOne WFM)
Familiarity with forecast and scheduling concepts
Contact center experience

Responsibilities

Efficiently manage Real time labor resources for HPOne’s inbound and outbound call volume, while maintaining and exceeding goals and expectations
Update published schedules one week out to same day as needed to ensure optimization and to align activities and demand changes post publication
Coordinate with operations team and initiate contingency plans for unusual volume or agent availability situations
Monitor adherence real time to ensure performance is within pre-set parameters, partner with leadership to resolve schedule adherence issues, escalating issues to operations managers if necessary
In partnership with Workforce Administrator deliver reports to internal and client audiences
Interface with operations management to resolve conflicts between agent requests and/or needs of the business, making schedule changes when necessary
Support skilling and scheduling updates as required in partnership with WFM Administrator and WFM Analyst
Prepare and present any post-day, post-action, and next 2 day previews as needed to internal and external audiences
Embrace change, and constructively address and resolve barriers and constraints
Analyze and evaluate workforce metrics to improve human resources capacity planning and maximize labor utilization rates
Performs other related duties as assigned