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Centerlight Healthcare Systems is based in New York and 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 Indiana Louisiana Massachusetts New Jersey New York North Carolina Ohio Oklahoma Oregon Pennsylvania Puerto Rico South Carolina Texas Utah Virginia Wisconsin
CALL CENTER WORKFORCE MANAGEMENT SPECIALIST
Location
United States
Posted
12 days ago
Salary
$70K - $75K / year
Seniority
Mid Level
No structured requirement data.
Job Description
CALL CENTER WORKFORCE MANAGEMENT SPECIALIST
C2Q Health Solutions
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
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