Specialist, Workforce Management

Lumicera Health Services is defining the “new norm” in specialty pharmacy to optimize patient well-being through our core principles of transparency and stewardship. Our team members work in an environment that celebrates creativity and fosters diversity.

Pay Range: USD $24.72 - USD $29.42 /Hr. STAR Bonus: Ineligible

Work Schedule: M-F 8am to 7pm. Remote work is unavailable to residents of Alaska, Connecticut, Delaware, Hawaii, Idaho, Kansas, Kentucky, Maine, Massachusetts, Mississippi, Montana, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, Vermont, Washington DC, West Virginia, and Wyoming.

About the role

The Specialist, Workforce Management supports workforce management setup, scheduling, analysis, and forecasting to ensure internal and external service level commitments are achieved. This role performs basic troubleshooting with workforce management systems, reviews data, and makes staffing recommendations to meet service levels. The Specialist also runs and requests enhancements to analytic reports to identify performance improvements and project future staffing needs.

Responsibilities

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Collaborate with department leadership to understand impacts to volume and staffing.
• Measure accuracy of forecasts on both short-term and long-term bases and meet established forecast accuracy goals.
• Review staffing forecasts on a daily, weekly, and other periodic bases and proactively address staffing concerns.
• Monitor volume demand in real time and flex workforce accordingly.
• Schedule activities around forecasted contact patterns and ensure activities are current in the WFM system.
• Notify affected parties when off-line activities need to be rescheduled.
• Schedule off-phone activities when contact volumes are down.
• Adjust call routing as directed when unusual call patterns exist to ensure service levels are met; manage multiple queues and skill groups.
• Identify need for departmental reports for individual and unit performance metrics and submit requests for enhancements; see through to production.
• Create agent schedules to support contact volume demands and optimize contact center performance.
• Prepare standard and ad-hoc reports as required for internal and external customers with high accuracy and professionalism.
• Document and assemble requirements to generate reports, charts, scorecards, dashboards, and forecasts for business use.
• Develop training materials and document policies and procedures.
• Perform other duties as assigned.

Requirements

• High school diploma or GED required.
• Associate’s degree in Mathematics, Statistics, or related field preferred.
• 4 years’ experience working in a contact center environment required.
• 1 year of workforce management experience forecasting, scheduling, and utilizing WFM tools required.
• Experience writing reporting requirements, testing, and implementing reports preferred.
• Ability to participate in, adhere to, and support compliance program objectives.
• Ability to consistently interact cooperatively and respectfully with other employees.

Benefits

• Top industry benefits for Health, Dental, and Vision insurance.
• 20 days paid time off.
• 4 weeks paid parental leave.
• 9 paid holidays.
• 401K company match of up to 5% with no vesting requirement.
• Adoption Assistance Program.
• Flexible Spending Account.
• Educational Assistance Plan and Professional Membership assistance.
• Referral Bonus Program – up to $750.