Workforce Scheduling & Intraday Specialist

Change request management, Call center, CSI, Contact center, Forecasting, Implementation, KPI, Pharmacy, Pharmaceutics, Research, Reporting, Performance improvement, Operations, Workforce management, Scheduling, Senior management, Recruitment, Software troubleshooting, Problem solving, Planning, Service level
Contract W2, Contract Independent, Contract Corp-To-Corp, 6 Months
Depends on Experience
Travel not required

Job Description

Title: Workforce Scheduling & Intraday Specialist 

Location: North Chicago, IL

Duration: 6 Months+

 Locals Preferred

Description:
Responsible for managing contact center agent schedule management within the Workforce Management (WFM) team. This specialist supports the contact center WFM Team, Contact Center Agents, and Leadership with the goal of creating a remarkable impact for our patients and healthcare providers. Position will be responsible for ensuring the right resources are in the right place at the right time to reduce cost, support operational growth, and ensure the appropriate and productive utilization of contact center resources. Applicant will maintain and update agent schedules and support real time contact center operations.

Responsibilities:

Support Contact Center Workforce Management (WFM) processes for intraday and intraweek scheduling activities to ensuring business goals, objectives, and service level agreements are satisfied
• Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators
• Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time
• Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month
• Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time
• Review and approve agent time off and schedule change requests
• Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement
• Identify and communicate contact center improvement opportunities and support solution implementation as needed
• Deliver WFM and schedule adherence training to agents and support staff
• Support contact center application troubleshooting and coordinate resolution
• Engage management team and influence planning and schedule change needs
• Support WFM Team in forecasting call volumes, headcount and planning
• Identify and influence appropriate contact center resource headcount requirements
Qualifications:
• Prior medium to large call-center experience required
• Prior WFM administrative and real-time scheduling support
• High school diploma or GED equivalent required
• Requires skills in all the following:
a) Establishing resource schedules
b) Supporting intraday real-time scheduling activities
c) Identifying and delivering real-time schedule staffing decisions
d) Developing, analyzing, and delivering WFM and contact center reports
e) Maintaining and administering the WFM platform
• Ability to communicate in a clear and professional manner (both written and verbal) to all levels of management
• Experience training individuals or groups on new concepts and processes
• Experience coaching agents to drive performance improvement
• Ability to influence and lead others without direct authority
• Innovative problem solver with an attention to detail and a focus on accuracy
• Forecasting experience

Required:
• Experience with WFM platforms preferred
• Experience working in the pharmaceutical, pharmacy, healthcare or insurance industries preferred
• College degree preferred
• Virtual Observer / CSI preferred

Dice Id : 10450168
Position Id : DYES00008796
Originally Posted : 6 days ago
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