Workforce Management Intraday Specialist

What You Can Expect!

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

About the Role

The Workforce Management Intraday Specialist (WFM Intraday Specialist) is responsible for the execution and call center adherence monitoring for schedules published by the Workforce Management Forecast/Scheduling Administrator. This position is responsible for meeting business service level metrics and optimizing agent resources to meet the call arrival patterns for each scheduled interval.

Responsibilities

• Communicate intraday performance trends, barriers, and risks impacting the call center’s ability to meet the service level goals.
• Reallocate agent resources based on current intraday interval performance spikes and dips, caused by planned or unplanned events and technology outages.
• Maintain adherence activities to provide call center leadership with data to support coaching when needed and ensure adjustments are made when applicable to protect the integrity of adherence data reporting and agent occupancy.
• Monitor queue activity and agent state durations to optimize agent resources to proactively communicate to call center leadership when areas of opportunity are identified.
• Identify and communicate solutions for trends/barriers identified with independent judgment skills.

Requirements

• One (1) year of previous relevant experience with workforce and Automatic Call Distribution (ACD) intraday management.
• Experience in a multi-skill, multi-site call/contact center operation is required.
• Experience with databases and/or data manipulation.
• Experience with call center technology including IVR, CTI, Call Recording and Call Routing preferred.
• Experience with other MS Office applications is desired.
• Experience with Verint is preferred.
• A High School Diploma or GED is required.
• A Bachelor’s degree from an accredited institution is preferred.

Qualifications

• Familiarity with call center metrics and terminology.
• Highly proficient in the use of MS Excel, Word, and PowerPoint.
• Demonstrated organizational, analytical, communication and trouble-shooting skills.
• Must be highly self-motivated, multi-task-oriented team member with ability to manage tasks to completion within established timeframes.
• Highly organized.
• High degree of accuracy and ability to check one’s own work.

Benefits

• Competitive salary.
• State of the art fitness center on-site.
• Medical Insurance with Dental and Vision.
• Life, short-term, and long-term disability options.
• Career advancement opportunities and professional development.
• Wellness programs that promote a healthy work-life balance.
• Paid life insurance for employees.
• Pet care insurance.

Schedule

• $25.90 USD Hourly - $33.02 USD Hourly.