Senior Intraday Workforce Optimization Specialist

Inspira Financial Trust, LLC

Oak Brook (IL)

Remote

USD 65,000 - 90,000

Full time

2 days ago

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Job summary

Inspira Financial Trust, LLC is seeking a Workforce Management Specialist to optimize intraday scheduling and staffing for multi-department contact center operations. You will monitor real-time performance, forecasted results, and coordinate with operations to adjust staffing accordingly.

The role emphasizes data-driven decisions, vendor coordination, and timely reporting to leadership, with a focus on improving efficiency and service levels in a fast-paced environment.

Qualifications

Experience with contact center scheduling and intraday management.
Strong knowledge of workforce management techniques and KPIs.
Ability to translate forecasted results into staffing decisions.

Responsibilities

Provide real-time monitoring to adjust intraday staffing and meet service levels.
Coordinate staffing adjustments with Operations and vendors.
Evaluate staff schedules and update scheduling system for the week.
Generate daily performance reports for leadership and compare against forecast.
Maintain ACD skilling and balance volume across resources.
Create ad-hoc reports as needed.
Mange time off and overtime to maximize goals and savings.
Mentor and train new team members.
Improve department processes for efficiency.
Respond to tickets within SLA and address issues promptly.

Skills

Real-time monitoring

Workforce management

Scheduling optimization

Data-driven decisions

Tools

CXone

IEX

Job description

The role emphasizes data-driven decisions, vendor coordination, and timely reporting to leadership, with a focus on improving efficiency and service levels in a fast-paced environment.

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