Sr. Workforce Management Specialist (Remote)

Inspira Financial Trust, LLC; Oak Brook (IL); Remote; USD 65,000 - 90,000; Full time

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

This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering intraday management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how staffing and skilling requirements translate to the creation of optimal schedules and intraday management to support multi-department contact center operations. The ability to make quick data-driven solutions to constantly changing environments will be crucial to the success of this role.

• Provide real-time monitoring via available tools (CXone, IEX , etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
• Maintain constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results.
• Evaluates staff schedules and ensures data updates into scheduling system for the current week.
• Provide daily/intra-day performance reports to leadership.
• Compares results to forecast and identify opportunities for improvement.
• Maintains ACD skilling and prioritization and volume balancing across all contact center resources
• Generate ad-hoc reports as needed
• Manages current week time off administration
• Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics.
• Administers overtime and voluntary time off opportunities to support service goals and optimize financial outcomes.
• Mentor and train current and new team members
• Develop processes to enhance the overall efficiency of the department
• Responds to tickets/issues in a timely manner outlined by internal service level thresholds
• Other duties as assigned.