Dynamic Real-Time WFM Specialist

HealthPlanOne; Gilbert (AZ); Hybrid; USD 65,000 - 90,000; Full time

Job summary

HealthPlanOne is seeking a Workforce Specialist to optimize real-time labor planning, forecasting and scheduling across multiple contact centers. The role focuses on adherence, schedule optimization, and delivering workforce insights to internal and client audiences.

Qualifications include data analysis experience, strong communication, and familiarity with WFM tools. This is a hybrid role based in Gilbert, AZ with potential office involvement as needed.

Qualifications

• Must have data analysis experience.
• Strong written and verbal communication skills.
• Excellent time management abilities.
• Proficiency with Microsoft Works Suite and general office software.

Responsibilities

• Efficiently manage real time labor resources for inbound and outbound call volume while meeting goals.
• Update published schedules one week out to align activities with demand changes.
• Coordinate with operations and initiate contingency plans for unusual volume or agent availability.
• Monitor real time adherence and escalate issues to operations managers when necessary.
• Deliver reports to internal and client audiences in partnership with Workforce Administrator and WFM team.
• Interface with operations to adjust schedules as needed.
• Support skilling and scheduling updates with WFM team.
• Prepare and present post-day previews for internal/external audiences.
• Analyze workforce metrics to improve capacity planning and utilization.

Skills

Data analysis

Excellent communication

Time management

High School diploma or equivalent

Education

High School diploma or equivalent

Bachelor's degree or CWPP/ACWPP in RTA or Scheduling

Tools

IEX

Verint

Calabrio

Five9

CXOne WFM

Job description

HealthPlanOne is seeking a Workforce Specialist to optimize real-time labor planning, forecasting and scheduling across multiple contact centers. The role focuses on adherence, schedule optimization, and delivering workforce insights to internal and client audiences.

Qualifications include data analysis experience, strong communication, and familiarity with WFM tools. This is a hybrid role based in Gilbert, AZ with potential office involvement as needed.