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Workforce Optimization Specialist

2 months ago

Boca Raton, Florida, United States MDVIP Full time
About the Role

MDVIP is seeking a highly skilled Workforce Optimization Specialist to join our team in Boca Raton, FL. As a key member of our operations team, you will be responsible for monitoring and managing inbound and outbound traffic, ensuring proper staffing and scheduling adjustments are made to meet our contact center's service level goals.

Key Responsibilities
  • Workforce Management: Assist in planning and driving all inbound and outbound related traffic, including voice shots, strong leads lists, scheduled call backs, and marketing driven activities.
  • Scheduling and Forecasting: Manage scheduling for PCC agents using the NICE WFM platform, and assist with forecasting and tracking traffic vs. staffing and technology needs in the PCC.
  • Reporting and Analytics: Maintain various departmental logs, spreadsheets, and reports, and update Salesforce using Data Loader.
  • Communication and Collaboration: Communicate planned efforts with internal and external stakeholders, and create and edit campaign calling lists within various systems.
  • Quality Assurance: Assist with agent-specific and departmental performance reporting.
Requirements
  • Education and Experience: 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.
  • Skills and Abilities: High degree of accuracy and attention to detail, with the ability to organize simple and complex tasks. Ability to handle multiple tasks simultaneously, and knowledge of modern office procedures and methods.
  • Technical Skills: Advanced Excel skills required, and other Microsoft Suite skills at intermediate level or above. Experience with contact center, telephony, and scheduling solutions (in-Contact, NICE, and Salesforce) highly desired.
About MDVIP

MDVIP is a leading provider of personalized healthcare services, and we are committed to providing our employees with a positive and supportive work environment. We offer competitive compensation and benefits packages, and opportunities for professional growth and development.