Call Center Workforce Planner

MDVIP; Boca Raton (FL); On-site; USD 58,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Professional development

Job summary

MDVIP in Boca Raton, FL is seeking a Workforce Planning & Scheduling Specialist to monitor inbound/outbound traffic and agent status, ensuring staffing aligns with forecasted demand and service levels.

You will collaborate with management to support performance reporting, use systems like InContact, Salesforce, and NICE WFM, and help drive scheduling, campaign planning, and data-driven decision making in a fast-paced healthcare contact center.

Qualifications

• High school diploma or GED with 3 years related experience.
• Associate degree desirable but not required.
• Experience in a call center environment, or business/admin roles.

Responsibilities

• Plans and drives inbound/outbound traffic and campaigns.
• Manages PCC agent scheduling using NICE WFM for trainings and shifts.
• Maintains logs, spreadsheets, and reports.
• Creates/edit campaign calling lists in InContact, Salesforce and voiceshot.com.
• Communicates planned efforts with internal/external stakeholders.
• Assists with forecasting traffic vs staffing and reporting.

Skills

Scheduling

Forecasting

Data analysis

Call center operations

Education

Associate degree desirable

Tools

NICE WFM

InContact

Salesforce

Job description

MDVIP in Boca Raton, FL is seeking a Workforce Planning & Scheduling Specialist to monitor inbound/outbound traffic and agent status, ensuring staffing aligns with forecasted demand and service levels.

You will collaborate with management to support performance reporting, use systems like InContact, Salesforce, and NICE WFM, and help drive scheduling, campaign planning, and data-driven decision making in a fast-paced healthcare contact center.