Temporary Workforce Management 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'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:NoneDuties/Responsibilities:Efficiently manage Real time labor resources for HPOne’s inbound and outbound call volume, while maintaining and exceeding goals and expectationsUpdate published schedules one week out to same day as needed to ensure optimization and to align activities and demand changes post publicationCoordinate with operations team and initiate contingency plans for unusual volume or agent availability situationsMonitor 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 necessaryIn partnership with Workforce Administrator deliver reports to internal and client audiencesInterface with operations management to resolve conflicts between agent requests and/or needs of the business, making schedule changes when necessarySupport skilling and scheduling updates as required in partnership with WFM Administrator and WFM AnalystPrepare and present any post-day, post-action, and next 2 day previews as needed to internal and external audiencesEmbrace change, and constructively address and resolve barriers and constraintsAnalyze and evaluate workforce metrics to improve human resources capacity planning and maximize labor utilization ratesPerforms other related duties as assignedRequired Skills/Abilities:High School diploma or equivalentIntermediate to advanced proficiency with Microsoft Works SuiteExperience in data analysisExcellent communication skills both written and verbalExcellent time management skillsPreferred Skills/Abilities:Bachelor’s degree or CWPP (Certified Workforce Management Professional) or ACWPP in RTA or Scheduling2 years in WFM Real Time or Call Center Supervisory RolesExperience with workforce management tools (IEX, Verint, Calabrio, Five9, CXOne WFM)Familiarity with forecast and scheduling conceptsContact center experiencePhysical 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 acuity required to perform job duties effectively, including reading, writing, and interpreting information on screens or in print.Hand dexterity, fine motor skills needed to operate a keyboard and mouse efficientlyReach with hands and arms occasionallyFor Hybrid Roles:Must be able to commute to an office setting as required, 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]