Role Description The Call Center Workforce Management Specialist will handle and support the technical infrastructure and software systems of our call center operations. Responsibilities include: - Implementing and monitoring call routing strategies, agent scripts, and data capture processes to improve customer interactions. - Providing technical support to call center agents, supervisors, and managers to resolve system-related issues efficiently. - Developing and managing agent schedules based on call volume forecasts and business needs. - Monitoring real-time adherence, adjusting schedules as necessary to meet service level agreements (SLAs). - Analyzing WFM data to identify trends and recommend improvements in staffing and operations. - Centralizing forecasting, scheduling, and intraday performance management. - Developing training materials and conducting sessions to ensure effective use of call center technologies. - Working closely with management to align system configurations with business objectives. - Generating regular reports on system performance, call metrics, and WFM statistics, providing actionable insights. - Participating in cross-functional meetings to discuss system enhancements and operational strategies. - Working closely with IT teams to ensure smooth integration of new technologies with existing systems and processes. - Maintaining regular communication with other departments to help align technology upgrades with overall business goals. - Staying updated on system updates and new features, disseminating relevant information to the team. - Conducting training sessions as needed to ensure all agents are proficient with the tools and systems they rely on. - Performing research and evaluating new technologies that could improve efficiency, accuracy, customer satisfaction, and optimize staffing levels. - Implementing advanced reporting tools and dashboards that provide real-time insights into call center performance. - Using and integrating data visualization tools to help identify trends and outliers in performance metrics (e.g., call abandonment rates, agent adherence). - Implementing a cycle of continuous assessment and improvement. - Regularly updating processes and workflows based on new data, best practices, and industry benchmarks. - Providing on-call support, which may require working on some nights and weekends. - Maintaining 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. - 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. Requirements - Individuals must be able to sustain certain physical requirements essential to the job, including: - Standing for up to 6 hours a day. - Sitting in a sedentary position for up to 6-8 hours a day. - Lifting/pushing/pulling up to 50 pounds of equipment, baggage, supplies, etc. - Bending or squatting to perform essential functions. - Safely maneuvering stairs, climbing up/down, and walking to access work areas. - Demonstrating agility and fine motor skills to operate equipment and tools. - Visually reading documentation and typing/writing with accuracy. - Listening attentively and documenting information accurately. - Demonstrating good decision-making and cognitive ability. Benefits - Salary Range: $70,000.00 - $75,000.00 Company Description 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. 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

• Provide day-to-day supervision of the Charter Center Representatives. • Assign individuals to work schedules and ensure staff adherence to assigned work schedules. • Manage the workforce to ensure that the call service level remains very high. • Track all charter activity and adjust as necessary to avoid conflict with peak call volume. • Develop a contingency plan to maintain adequate coverage levels in the event of staff shortages. • Lead a team of direct reports; inspire, coach, develop, and motivate them to ensure they are providing world class customer service in all customer interactions. • Develop and facilitate all needed and/or required training for new and/or existing Call Center Reps. • Build and maintain strong relations with locations (internal customer) • Drive a culture of continuous improvements, new approaches, and personal excellence. • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers. • Run call lists and train outbound CCR’s on what verticals to target. • Ensure that revenue and contact center goals are met and communicate this progress to the CCR’s as a team unit. • Monitor inbound/outbound customer service calls to ensure call integrity, and proper phone technique. • Assist Charter Center Manager in the development and implementation of new programs or processes.

• Own the product backlog and end-to-end delivery of IVR journeys and conversational voice experiences • Translate customer needs, business objectives, and operational requirements into clear product requirements and user stories • Partner with engineering, analytics, and operations teams to deliver scalable, reliable voice solutions • Use data and customer feedback to identify opportunities and drive continuous improvement (e.g., containment rates, transfer rates, authentication success, customer satisfaction) • Support the transition from traditional menu-based IVR to intent-based, conversational (agentic) voice experiences • Ensure solutions meet privacy, regulatory, and operational requirements • Communicate progress, risks, and trade-offs effectively to stakeholders and leadership

• The Temporary Call Center Universal Agent is the first point of contact for Carter's customers via Phone, Email, and/or chat • Assist in identifying and resolving customers' issues while demonstrating strong customer service and sales skills to optimize each customer interaction • Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem • Resolve customer complaints and concerns to the satisfaction of the customer and escalate as needed to a call center lead agent • Use technology tools as directed and within established guidelines to support daily tasks • Participate in individual and team training sessions to stay current with knowledge and best practices • Educate customers on Carter’s and OshKosh products to maximize upsell and cross-sell opportunities • Complete necessary documentation to manage customer complaints and solutions • Maintain accurate customer data including documentation of discussions, issues, customer requests, or other relevant information in Contact Center systems