Temporary Workforce Management Specialist

HealthPlanOne

Workforce Specialist assisting in planning, scheduling, and adherence for contact center activities. Collaborating with teams to improve service metrics and optimize resource use.

Posted 7/24/2026full-timeFlorida, Iowa, Louisiana, Ohio • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce planning, scheduling, and real-time adherence management within contact center environments. Proficient in data analysis and effective communication to optimize service levels and resource utilization.

Highest-signal resume keywords

Workforce Management ToolsData AnalysisReal Time Labor ManagementExcellent Communication SkillsTime Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills

Workforce PlanningSchedulingReal Time AdherenceForecastingData Analysis

Soft Skills

Excellent Communication SkillsTime Management Skills

Tools & Technologies

IEXVerintCalabrioFive9CXOne WFM

Certifications & Qualifications

Certified Workforce Management ProfessionalACWPP in RTA or Scheduling

Industry Keywords

Contact CenterCall Center Supervisory RolesService OptimizationResource UtilizationSchedule Adherence

About the role

Key responsibilities & impact

Assist in the execution of the company’s workforce planning, scheduling, real-time adherence, and analysis plans for contact center activities across multiple sites
Optimize service and quality levels and ensure the most efficient use of resources
Monitor real-time forecasting and scheduling activities
Efficiently manage Real time labor resources for HPOne’s inbound and outbound call volume
Update published schedules one week out to same day as needed
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
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
Support skilling and scheduling updates as required
Prepare and present any post-day, post-action, and next 2 day previews as needed

Requirements

What you’ll need

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

Benefits

Comp & perks

Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications.
HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices.