Specialist, Workforce Management

Visa Hunt; United States; On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Health, Dental & Vision insurance

20 days paid time off

4 weeks paid parental leave

9 paid holidays

401K company match up to 5%

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan

Referral Bonus Program – up to $750

Job summary

Lumicera Health Services is seeking a Specialist, Workforce Management to join our team. The WFM Specialist supports setup, scheduling, analysis, forecasting, and reporting to meet internal and external service levels.

This remote, US-based role will review data, generate reports, and recommend staffing to optimize performance and future volume projections. The position emphasizes adherence to compliance and documentation of procedures.

Qualifications

• High school diploma or GED required. Associate’s degree in Mathematics, Statistics, or related field preferred.
• 4 years’ experience working in a contact center environment.
• 1 year of workforce management experience forecasting, scheduling, and utilizing WFM tools.
• Experience writing reporting requirements, testing, and implementing these reports.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

Responsibilities

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Collaborate with department leadership to understand all possible impacts to volume and staffing.
• Measure accuracy of forecasts on short and long-term basis; meet forecast accuracy goals.
• Review staffing forecasts daily/weekly and address staffing concerns proactively.
• Monitor volume demand in real time and flex workforce accordingly.
• Schedule activities around forecasted contact patterns and maintain WFM data.
• Notify affected parties when off-line activities need rescheduling.
• Adjust call routing to meet service levels; manage multiple queues and skill groups.

Skills

Forecasting & scheduling

WFM tools

Reporting requirements

Team collaboration

Education

High school diploma or GED

Associate’s degree in Math/Statistics or related field

Tools

Workforce Management software

Job description

Company

Lumicera

About Us

Lumicera - Lumicera Health Services Powered by Navitus - Innovative Specialty Pharmacy Solutions- Lumicera Health Services is defining the “new norm” in specialty pharmacy to optimize patient well-being through our core principles of transparency and stewardship. Here at Lumicera, our team members work in an environment that celebrates creativity and fosters diversity. .. Current associates must use SSO login option at to be considered for internal opportunities. We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.

Pay Range

USD $24.72 - USD $29.42 /Hr.

STAR Bonus % (At Risk Maximum)

0.00 - Ineligible

Work Schedule Description (e.g. M-F 8am to 5pm)

M-F 8am to 7pm

Remote Work Notification

ATTENTION: Lumicera is unable to offer remote work to residents of Alaska, Connecticut, Delaware, Hawaii, Idaho, Kansas, Kentucky, Maine, Massachusetts, Mississippi, Montana, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, Vermont, Washington DC, West Virginia, and Wyoming.

Overview

Lumicera Health Services is seeking a Specialist, Workforce Management to join our team!

The Specialist, Workforce Management is responsible for supporting workforce management setup, scheduling, analysis, forecasting, etc. to ensure internal and external service levels commitments are achieved. The WFM Specialist performs basic troubleshooting with the workforce management systems including input and output systems and escalates as necessary. This position will review available data or requests new reports to make recommendations on staffing to consistently meet service levels and run and requests enhancements to analytic reports on a regular and ad-hoc basis that assist in identifying areas of performance improvement, providing recommendations for efficiencies, and projecting staffing for future volume.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team?

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling.

• Conduct and document routine data validation of WFM systems and reports.

• Collaborate with department leadership to understand all possible impacts to volume and staffing.

• Measures accuracy of those forecasts on both short term and long-term basis. Meet established forecast accuracy goals.

• Review staffing forecasts on a daily, weekly, etc. basis and proactively address staffing concerns.

• Monitors volume demand throughout the day in real time and flexes workforce accordingly.

• Schedules activities around forecasted contact patterns and ensures activities are current in the WFM system. Notifies affected parties when off-line activities need to be rescheduled.

• Schedules off-phone activities when contact volumes are down.

• Adjusts call routing as directed when unusual call patterns exist in order to ensure service levels are met; manages multiple queues and skill groups.

• Identify need for departmental reports for individual and unit performance metrics and submit requests for enhancements; see through to production.

• Create agent schedules to support contact volume demands and optimize contact center performance.

• Prepare standard and ad-hoc reports as required for internal and external customers with high level of accuracy and professionalism.

• Documents and assembles requirements to generate reports, charts, scorecards, dashboards, forecasts for business use.

• Responsible for development of training materials and documentation of policies and procedures.

• Other duties as assigned.

Qualifications

What our team expects from you?

• High school diploma or GED required. Associate’s degree in the field of Mathematics, Statistics, or related field preferred.

• 4 years’ experience working in a contact center environment required.

• 1 year of workforce management experience forecasting, scheduling, and utilizing WFM tools required.

• Experience writing reporting requirements, testing, and implementing these reports preferred.

• Participate in, adhere to, and support compliance program objectives.

• The ability to consistently interact cooperatively and respectfully with other employees.

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and Vision insurance

• 20 days paid time off

• 4 weeks paid parental leave

• 9 paid holidays

• 401K company match of up to 5% - No vesting requirement

• Adoption Assistance Program

• Flexible Spending Account

• Educational Assistance Plan and Professional Membership assistance

• Referral Bonus Program – up to $750!

Location : Address

Remote

Location : Country

US