Temporary Workforce Management 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's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today.

The Workforce Specialist will assist in the execution of the company's workforce planning, scheduling, real-time adherence, and analysis plans for contact center activities across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources. The WFM Specialist will monitor real-time forecasting and scheduling activities to ensure the company is on track to meet service metric goals.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Efficiently manage Real time labor resources for HPOne's 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, partner with leadership to resolve schedule adherence issues, escalating issues to operations managers if necessary
• In partnership with Workforce Administrator deliver reports to internal and client audiences
• Interface with operations management to resolve conflicts between agent requests and/or needs of the business, making schedule changes when necessary
• Support skilling and scheduling updates as required in partnership with WFM Administrator and WFM Analyst
• Prepare and present any post-day, post-action, and next 2 day previews as needed to internal and external audiences
• Embrace change, and constructively address and resolve barriers and constraints
• Analyze and evaluate workforce metrics to improve human resources capacity planning and maximize labor utilization rates
• Performs other related duties as assigned

Required Skills/Abilities:

• High School diploma or equivalent
• Intermediate to advanced proficiency with Microsoft Works Suite
• Experience in data analysis
• Excellent communication skills both written and verbal
• Excellent time management skills

Preferred Skills/Abilities:

• Bachelor's degree or CWPP (Certified Workforce Management Professional) or ACWPP in RTA or Scheduling
• 2 years in WFM Real Time or Call Center Supervisory Roles
• Experience with workforce management tools (IEX, Verint, Calabrio, Five9, CXOne WFM)
• Familiarity with forecast and scheduling concepts
• Contact center experience

Physical Requirements:

• Must be able to remain in a stationary position (e.g., sitting or standing) for extended periods of time, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
• Frequent use of a computer, dual monitors, keyboard, mouse, and other standard office equipment such as a telephone, copier, and printer.
• Must be able to communicate effectively, including exchanging information in person, in writing, by telephone, email or video conferencing.
• Visual and auditory acuityrequiredto perform job duties effectively, including reading, writing, and interpreting information on screens or in print.
• Hand dexterity, fine motor skills needed tooperatea keyboard and mouse efficiently
• Reach with hands and arms occasionally

For Hybrid Roles:

• Must be able to commute to an office setting asrequired, which may include walking short distances and navigating an office environment.
• Occasionally moves about the office to access files, office machinery, and meet with others.

Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at [e-mail]