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Workforce Management Coordinator

1 month ago

Boca Raton, Florida, United States MDVIP Full time
Job Overview

MDVIP is seeking a highly skilled Workforce Management Specialist to join our team in Boca Raton, FL. As a corporate based role, this position requires working from the corporate office.

The ideal candidate will have a strong background in workforce management, with experience in planning and driving inbound/outbound traffic, managing scheduling for contact center agents, and maintaining various departmental logs and reports.

This role will work closely with the management team to provide support and ensure departmental service levels are achieved. The successful candidate will have excellent communication skills, with the ability to effectively communicate with internal and external teams.

Key Responsibilities:

  • Assist in planning and driving all inbound/outbound related traffic, including voice shots, strong leads lists, scheduled call backs, email, voicemail, membership, and marketing driven activities.
  • Manage scheduling for PCC agents using the NICE WFM platform for trainings, events, and shifts.
  • Maintain various departmental logs, spreadsheets, and reports, and update Salesforce using Data Loader.
  • Communicate planned efforts with both internal and external stakeholders, and create and edit campaign calling lists within various systems.
  • Manage voice shot sound files, scheduling, and distribution, as needed.
  • Assist with agent specific and departmental performance reporting.

Requirements:

  • High school diploma or general education degree (GED), and a minimum of three years related experience and/or training.
  • Advanced Excel skills required, and other Microsoft Suite skills at intermediate level or above.
  • Knowledge of modern office procedures and methods, office systems, and organized record keeping.
  • Ability to establish priorities, identify and resolve recurring issues, work independently, and manage objectives with little supervision.

About MDVIP:

MDVIP has consistently been recognized as a Great Place to Work employer since 2018, and was named by Fortune and Great Place to Work as one of the 2021 Best Workplaces in Healthcare & BiopharmaTM.