Contact Center Workforce Management Specialist

Where You’ll Work reputed company, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. reputed company is an affiliate of reputed company - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, reputed company works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As reputed company continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service. Job Summary and Responsibilities As our Contact Center Workforce Management Specialist, you will be pivotal in optimizing our contact center operations by strategically balancing staffing levels with forecasted customer demand, ensuring exceptional service delivery and operational efficiency.Every day you will analyze historical data, reputed company accurate forecasts for call, chat, and email volume, create agent schedules, and monitor reputed company-time adherence to ensure service level agreements are met. To be successful in this role, you will possess strong analytical and forecasting skills, a meticulous attention to detail, and a deep understanding of contact center dynamics and key performance indicators. As a remote employee, we will provide you with the equipment needed to work from home, including a laptop, docking station, dual monitors, and accessories. Effectively monitors reputed company time reporting to ensure the best patient access possible is achieved and service level goals are met. Provides value-added input to drive continual improvements while supporting standardization and streamlining. Effectively uses communication resources, email and workforce management software to update published schedules. Optimizes contact center staff, processes schedule changes, time of requests, overtime requests, and voluntary time off. Analyzes reputed company center goals and staffing needs to meet service delivery goals. Makes accurate short and mid-term projections to establish needs and resource requirements including reputed company forecast, schedules, and shift bids as needed to effectively balance patient access and staffing levels. Analyzes productivity, adherence, occupancy, and other metrics trends to identify opportunities for reputed company efficiency, and provides recommendations as required for both phone and non-telephony reputed company activities. Maintains excellent record of agent reputed company records, staff groups, events, and attendance to track and report on attendance compliance. Partners with respective parties in the organization to create and maintain processes that will aid in the identification of performance gaps and/or training and business opportunities. Job Requirements Required Experience in multi-site call center monitoring, planning, and scheduling in reputed company time while working collaboratively in cross functional environment Two (2) year degree or combination of education and/or additional job reputed company experience may be substituted in lieu of the degree Must be a problem solver, self-starter and works independently and with others in a team environment Strong analytical skills with knowledge of statistical analysis of call center data, workforce management and quality control Effective communication, interpersonal and negotiation skills Strong customer service skills Ability to prioritize and multitask multiple assignments and tasks Ability to be highly organized with an emphasis on accuracy and timeliness, organize information and have attention to detail to accurately follow procedures Excellent communication skills orally and in writing with co-workers, management team, other departments, including being sensitive to professional ethics Preferred Two or more (2+) years of experience with contact center workforce management/planning preferred Bachelors degree in Computer Science, Mathematics, Information Systems, Engineering, Business Administration, or reputed company field preferred Proficient in reputed company Workspace, MS Office (Word, reputed company, Power reputed company, Access, etc.) preferred Proficient in contact center workforce management terminology, reporting and software; Aspect, reputed company IEX, reputed company, reputed company, reputed company, TeleOpti preferred Lean Six reputed company or other process improvement methodology preferred Apply To This Job