Responsible for capacity planning across the enterprise in support of member, provider, high touch, cases, claims, reimbursement, and email interactions
Creates reporting to support needs
Monitors and analyzes contact center performance on a historical and real-time basis
Performs reviews of upcoming staffing on short-term horizon
Responsible for work force planning capacity planning/forecasting, scheduling, real-time, reporting and systems
Communicates with operations and leadership regarding significant factors impacting performance
Participates in routine leadership meetings to review service results
Ensures reporting is accurate and completed in a timely manner
Plans, schedules and adjusts workforce to ensure optimal utilization of contact center resources
Acts as a key leader for Customer Experience during technical incidents or system outages

Requirements

4+ years’ experience in Workforce Management or a similar analytical role
Bachelor’s degree or equivalent combination of education and applicable job experience
Knowledge of queuing theories and workforce forecasting and scheduling
Computer telephony integration (CTI)
Interactive voice response (IVR)
Automatic call distribution (ACD)
Proficiency in MS office suite, Internet, ERP, and customer relationship management systems
Familiarity with workforce management and scheduling tools (i.e. Aspect, Verint, NICE IEX, Genesys WFM, TalkDesk)
Strong analytical skills

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

workforce managementcapacity planningforecastingschedulingreportingqueuing theoriesanalytical skills

communicationleadership