Workforce Specialist at MultiPlan in Bedford, Massachusetts

Job Description:

Job Description

JOB SUMMARY:

This position is responsible for the continuous monitoring of real time Call Center phone statistics and inventory in order to promptly coordinate staffing activity to meet departmental goals. Will work closely with the Manager of WFM to identify Call Center trends and deficiencies.

JOB ROLES AND RESPONSIBILITIES:
1. Monitor real-time service statistics to ensure Call Center goals are met
2. Make changes to agent queue assignments or schedules based on call, campaign, and inventory volumes
3. Track and report on daily events and communicate reasons for missing standards to Call Center management
4. Work with Call Center management team and staff to effectively schedule off phone time including team meetings, coaching/training, and any other phone activities
5. Approve discretionary activities as necessary to increase Call Center occupancy
6. Monitor real-time adherence and notify appropriate Team Leader or Manager when employees are out of adherence
7. Manage Paid Time Off balances in Workforce Management System (WFM) and approve time off requests
8. Monitor WFM call out line, maintain WFM attendance records and communicate attendance to Call Center management
9. Respond timely to employee Call Center leadership inquiries regarding schedules and schedule updates
10. Deliver routine and ad-hoc reporting requests for agent performance statistics and compliance
11. Provide training for new call center agents on their use of WFM to include how to view their schedules and submit schedule change requests
12. Maintain WFM process documentation for call center agents to utilize as reference material
13. Collaborate, coordinate, and communicate across disciplines and departments.
14. Ensure compliance with HIPAA regulations and requirements.
15. Demonstrate Company's Core Competencies and values held within.
16. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

JOB SCOPE:
This job works under general supervision to independently complete job responsibilities. The incumbent uses established guidelines and experience to resolve issues that may be complex and refers more complex issues to higher levels. Independent judgment is required to accomplish daily tasks and duties. This job does not directly supervise other personnel but provides prompt direction and acts as a resource to department leadership.

Requirements

JOB REQUIREMENTS (Education, Experience, and Training):
* Minimum GED or HS Diploma and 1 year of related experience
* Minimum 1 year experience in a call center environment
* Previous experience with Automated Call Distribution reporting and administration experience desired
* Required licensures, professional certifications, and/or Board certifications as applicable
* Knowledge of call center fundamentals
* Mathematical, analytical, communication (verbal, written, listening) and organizational skills
* Ability to work a flexible schedule as needed to support WFM coverage for the department
* Ability to be self-motivated and to work with little supervision
* Ability to use software, hardware and peripherals related to job responsibilities including MS Office Suites, Word, Excel, Outlook and PowerPoint.
* Individual in this position must be able to work in a standard office environment which requires sitting and viewing monitor(s) for extended periods of time, operating standard office equipment such as, but not limited to, a keyboard, copier and telephone

As an Equal Opportunity Employer, the Company will provide equal consideration to all employees and job candidates without regard to sex, age, race, marital status, sexual orientation, religion, national origin, citizenship status, physical or mental disability, political affiliation, service in the Armed Forces of the United States, or any other characteristic protected by federal, state, or local law.