Workforce Management Specialist

HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today.

The Workforce Specialist will assist in the execution of the company’s workforce planning, scheduling, real-time adherence, and analysis plans for contact center activities across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources. The WFM Specialist will monitor real-time forecasting and scheduling activities to ensure the company is on track to meet service metric goals.

Duties/Responsibilities:

• Efficiently manage Real time labor resources for HPOne’s inbound and outbound call volume, while maintaining and exceeding goals and expectations
• Update published schedules one week out to same day as needed to ensure optimization and to align activities and demand changes post publication
• Coordinate with operations team and initiate contingency plans for unusual volume or agent availability situations
• Monitor adherence real time to ensure performance is within pre-set parameters, partner with leadership to resolve schedule adherence issues, escalating issues to operations managers if necessary
• In partnership with Workforce Administrator deliver reports to internal and client audiences
• Interface with operations management to resolve conflicts between agent requests and/or needs of the business, making schedule changes when necessary
• Support skilling and scheduling updates as required in partnership with WFM Administrator and WFM Analyst
• Prepare and present any post-day, post-action, and next 2 day previews as needed to internal and external audiences
• Embrace change, and constructively address and resolve barriers and constraints
• Analyze and evaluate workforce metrics to improve human resources capacity planning and maximize labor utilization rates
• Performs other related duties as assigned

Required Skills/Abilities:

• High School diploma or equivalent
• Intermediate to advanced proficiency with Microsoft Works Suite
• Experience in data analysis
• Excellent communication skills both written and verbal
• Excellent time management skills

Preferred Skills/Abilities:

• Bachelor’s degree or CWPP (Certified Workforce Management Professional) or ACWPP in RTA or Scheduling
• 2 years in WFM Real Time or Call Center Supervisory Roles
• Experience with workforce management tools (IEX, Verint, Calabrio, Five9, CXOne WFM)
• Familiarity with forecast and scheduling concepts
• Contact center experience

Physical Requirements:

• Must be able to remain in a stationary position (e.g., sitting or standing) for extended periods of time, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
• Frequent use of a computer, dual monitors, keyboard, mouse, and other standard office equipment such as a telephone, copier, and printer.
• Must be able to communicate effectively, including exchanging information in person, in writing, by telephone, email or video conferencing.
• Visual and auditory acuity required to perform job duties effectively, including reading, writing, and interpreting information on screens or in print.
• Hand dexterity, fine motor skills needed to operate a keyboard and mouse efficiently
• Reach with hands and arms occasionally
   

For Hybrid Roles:

• Must be able to commute to an office setting as required, which may include walking short distances and navigating an office environment.
• Occasionally moves about the office to access files, office machinery, and meet with others.

Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at [email protected]