Workforce Management Specialist

Role Summary 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.

Role Summary 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.

Key Performance Indicators List measurable tasks that are key to indicating the performance level in this role:

• Effectively plans and communicates call campaigns to internal and external stakeholder to ensure metrics are achieved.
• Ensures agent scheduling is appropriate based on forecasting traffic to achieve departmental service levels.

Essential Duties And 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
• 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.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Requirements
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience / Knowledge High school diploma or general education degree (GED); and a minimum of three years related experience and/or training. An Associate degree is desirable, but not required. Related experience includes prior customer service in a call center environment, or business / administrative experience. 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.

Knowledge, Skills, And Abilities

• 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.

Computer Proficiency Proficient in Microsoft Office applications. Able to learn new software easily.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to…