Real-Time Workforce Planning Specialist

HEALTHPLANONE, LLC; Richmond (VA); Hybrid; USD 65,000 - 85,000; Full time

Job summary

HealthPlanOne is seeking a Workforce Specialist to support real-time labor management for its contact centers across multiple sites. You will forecast, schedule, monitor adherence, and deliver insights to optimize service levels and resource use, collaborating with operations and leadership.

You will work with scheduling tools and data analytics to ensure targets are met and resources are used efficiently, contributing to improved customer experience and operational effectiveness.

Qualifications

• High School diploma or equivalent.
• Experience in data analysis.
• Excellent communication skills both written and verbal.
• Experience with workforce management tools (IEX, Verint, Calabrio, Five9, CXOne WFM).

Responsibilities

• Efficiently manage real time labor resources for inbound and outbound call volume, while maintaining and exceeding goals and expectations.
• Update published schedules one week out to same day as needed to ensure optimization and to align activities and demand changes post publication.
• Coordinate with operations team and initiate contingency plans for unusual volume or agent availability situations.
• Monitor adherence real time to ensure performance is within pre-set parameters, escalating issues to operations managers if necessary.
• Prepare and present post-day, post-action, and next 2 day previews as needed to internal and external audiences.
• Analyze and evaluate workforce metrics to improve capacity planning and maximize labor utilization rates.

Skills

Data analysis

Excellent communication

Time management

Microsoft Works Suite

Education

Bachelor’s degree or CWPP (Certified Workforce Management Professional) or ACWPP in RTA or Scheduling

Tools

IEX

Verint

Calabrio

Five9

CXOne WFM

Job description

HealthPlanOne is seeking a Workforce Specialist to support real-time labor management for its contact centers across multiple sites. You will forecast, schedule, monitor adherence, and deliver insights to optimize service levels and resource use, collaborating with operations and leadership.

You will work with scheduling tools and data analytics to ensure targets are met and resources are used efficiently, contributing to improved customer experience and operational effectiveness.