Workforce Specialist

3 weeks ago

Atlanta, United States MultiPlan Full time

JOB SUMMARY:

This position is responsible for the continuous monitoring of real time Call Center phone statistics and inventory in order to promptly coordinate staffing activity to meet departmental goals. Will work closely with the Manager of WFM to identify Call Center trends and deficiencies.

JOB ROLES AND RESPONSIBILITIES:
1. Monitor real-time service statistics to ensure Call Center goals are met
2. Make changes to agent queue assignments or schedules based on call, campaign, and inventory volumes
3. Track and report on daily events and communicate reasons for missing standards to Call Center management
4. Work with Call Center management team and staff to effectively schedule off phone time including team meetings, coaching/training, and any other phone activities
5. Approve discretionary activities as necessary to increase Call Center occupancy
6. Monitor real-time adherence and notify appropriate Team Leader or Manager when employees are out of adherence
7. Manage Paid Time Off balances in Workforce Management System (WFM) and approve time off requests
8. Monitor WFM call out line, maintain WFM attendance records and communicate attendance to Call Center management
9. Respond timely to employee Call Center leadership inquiries regarding schedules and schedule updates
10. Deliver routine and ad-hoc reporting requests for agent performance statistics and compliance
11. Provide training for new call center agents on their use of WFM to include how to view their schedules and submit schedule change requests
12. Maintain WFM process documentation for call center agents to utilize as reference material
13. Collaborate, coordinate, and communicate across disciplines and departments.
14. Ensure compliance with HIPAA regulations and requirements.
15. Demonstrate Company's Core Competencies and values held within.
16. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

JOB SCOPE:

This job works under general supervision to independently complete job responsibilities. The incumbent uses established guidelines and experience to resolve issues that may be complex and refers more complex issues to higher levels. Independent judgment is required to accomplish daily tasks and duties. This job does not directly supervise other personnel but provides prompt direction and acts as a resource to department leadership.

The salary for this position is $23.55/hr.  Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity.  This position is also eligible for health insurance, 401k and bonus opportunity.

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