JOB PURPOSE:

The Call Center Workforce Management Specialist will handle and support the technical infrastructure and software systems of our call center operations. Also, will be responsible for maintaining and optimizing the performance of our call center technologies and supporting Call Center Workforce Management duties, including scheduling, forecasting, and ensuring optimal staffing levels to achieve established goals.

JOB RESPONSIBILITIES:

• Responsible for implementing and monitoring call routing strategies, agent scripts, and data capture processes to improve customer interactions.
• Provide technical support to call center agents, supervisors, and managers to resolve system-related issues efficiently.
• Develop and manage agent schedules based on call volume forecasts and business needs.
• Monitor real-time adherence, adjusting schedules as necessary to meet service level agreements (SLAs).
• Analyze WFM data to identify trends and recommend improvements in staffing and operations.
• Centralizes forecasting, scheduling, and intraday performance management.
• Develop training materials and conduct sessions to ensure effective use of call center technologies.
• Work closely with management to align system configurations with business objectives.
• Generate regular reports on system performance, call metrics, and WFM statistics, providing actionable insights.
• Participate in cross-functional meetings to discuss system enhancements and operational strategies.
• Work closely with IT teams to ensure smooth integration of new technologies with existing systems and processes.
• Regular communication with other departments to help align technology upgrades with overall business goals.
• Stay updated on system updates and new features, disseminating relevant information to the team.
• Conduct training sessions as needed to ensure all agents are proficient with the tools and systems they rely on.
• Perform research and evaluate new technologies that could improve efficiency, accuracy, customer satisfaction, accuracy of call volume forecasting, and optimize staffing levels.
• Implement advanced reporting tools and dashboards that provide real-time insights into call center performance.
• Use and integrate data visualization tools to help identify trends and outliers in performance metrics (e.g., call abandonment rates, agent adherence).
• Implement a cycle of continuous assessment and improvement.
• Regularly update processes and workflows based on new data, best practices, and industry benchmarks.
• Provides on-call support, which may require working on some nights and weekends.
• Maintains unit’s operational quality and productivity goals.

Schedule: Monday - Friday 8:30 AM – 5:30 PM (Eastern Time)

Weekly Hours: 40

QUALIFICATIONS:

• Bachelor’s degree in business, systems management, or related field preferred.
• Five years’ experience in data analytics is preferable.
• Experience with customer experience design and management, and contact center projects are preferable.

Experience:

• Minimum of three (3+) years of experience in call center system administration or a related field.
• Familiarity with Workforce Management tools and principles.
• Proficient in system configuration, troubleshooting, and performance optimization.
• Understanding of call routing, IVR systems, and ACD functionalities.
• Excellent written and verbal communication skills.
• Ability to thrive in a fast-paced environment and meet assigned deadlines.
• Excellent organizational skills, accuracy, and attention to detail.
• Ability to operate both independently and collaboratively as required.
• Proficiency in Microsoft Office Suite, including Word, Excel, Outlook and Visio.

Physical Requirements

Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to:

• Standing – Duration of up to 6 hours a day.
• Sitting/Stationary Positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods.
• Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and other items used in the scope of the job using OSHA guidelines, etc.
• Bending/Squatting – Have to be able to safely bend or squat to perform the essential functions under the scope of the job.
• Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas.
• Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools to complete essential job functions (ie. typing, use of supplies, equipment, etc.)
• Sight/Visual Requirements – Must be able to visually read documentation, papers, orders, signs, etc., and type/write documentation, etc. with accuracy.
• Audio Hearing and Motor Skills (Language) Requirements – Must be able to listen attentively and document information from patients, community members, co-workers, clients, providers, etc., and intake information through audio processing with accuracy. In addition, they must be able to speak comfortably and clearly with language motor skills for customers to understand the individual.
• Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company.

We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, height, weight, or genetic information. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Salary Range (Min-Max):

CenterLight Healthcare System currently hires employees in states where we are registered to do business. At this time we are able to consider candidates residing in the following states:

• Alabama

• California

• Colorado

• Connecticut

• Florida

• Georgia

• Illinois

• Louisiana

• Massachusetts

• New Jersey

• New York

• North Carolina

• Ohio

• Oklahoma

• Oregon

• Pennsylvania

• Puerto Rico

• South Carolina

• Texas

• Utah

• Virginia

• Wisconsin