Workforce Management Specialist
Greatcall

Job Info

*POSITION*: Workforce Management Specialist
*DEPARTMENT*: 325 - Care Operations
*REPORTING SUPERVISOR*: Workforce Manager
*DIRECT REPORTS*: No
*FLSA*: Non-Exempt
*EMPLOYMENT STATUS*: Direct Hire
*TRAVEL REQUIREMENTS*: N/A
*SCHEDULE*: Must be willing to work various shifts including days, evenings, weekends, and holidays
*ABOUT THE TEAM*
The Workforce Management (WFM) team is responsible for partnering with management teams across multiple sites to ensure adequate staffing and scheduling for the Care organization. The Care organization is comprised of several different departments including Customer Service, Operator Services, URCC, Commercial Care, and Financial Services. In alignment with our companyas core values, we strive to achieve this while always keeping quality, controlled growth, and cost saving measures in mind.
*ABOUT THE JOB*
The Workforce Management Specialist is responsible for forecasting, scheduling, and reporting. With the data presented you will be required to make recommendations for queue coverage, including overtime and offline time. In addition, the Workforce Management Specialist will run and provide management reports and make schedule updates as needed. You will be expected to work closely with your team and members of the management team.
*RESPONSIBILITIES *
aC/ Modify and adjust schedules in workforce management software as needed
aC/ Process time off requests
aC/ Produce on-demand reports as needed
aC/ Report attendance daily to leadership
aC/ Maintain working knowledge of applicable labor laws and guidelines and apply as appropriate to staffing plans
aC/ Create and maintain training logs and schedules
aC/ Work with leadership to meet scheduling needs
aC/ Other duties as assigned
*QUALIFICATIONS*
*Education*: High school diploma or GED required
*Certification(s):* N/A
*Experience:*
aC/ Minimum 1 year of experience in a metric driven call center environment required
aC/ Prior experience with workforce management systems such as IEX, Genesys preferred
*Knowledge/Skills/Abilities: *
aC/ Knowledge of MS Office Suite to include Outlook, Word, and Excel
aC/ Strong mathematical skills
*Personal Attributes:*
aC/ Analytical, resourceful, and able to multi-task
aC/ Strong attention to detail
aC/ Action oriented
aC/ Problem solving skills
aC/ Ability to manage process
aC/ Customer focused
aC/ Ability to learn quickly
aC/ Results oriented
aC/ Open to constant change
aC/ Flexibility
aC/ Team oriented
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