We’re a Little Different

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service. At Mercy, we believe in careers that match the unique gifts of unique individuals – careers that not only make the most of your skills and talents, but also your heart. Join us and discover why Modern Healthcare Magazine named us in its “Top 100 Places to Work.”

Overview: NICE WFM Workforce Management Specialist

Remote: work from home.

*Please note that as of the posting date of this job announcement, Mercy is unable to offer immigration sponsorship or visa assistance for this position. We encourage all eligible candidates, including U.S. citizens, permanent residents, and those with existing work authorization, to apply.

The WFM Specialist is accountable for the creation, maintenance and optimization of the medium and short term Service Center staffing plan and schedules. The WFM Specialist is accountable for the Service Center intraday performance, proactively monitoring call queues to ensure Mercy Technology Services (MTS) Service Center is meeting service level objectives. The WFM professional will be the main liaison with MTS Service Center leadership to consult on key actions leaders can take to improve daily operations.

Qualifications:

• Experience: Minimum 2 years of professional experience in Contact Center workforce management forecasting, scheduling and planning a large Contact Center operation.
• Required Education: Bachelor’s degree in related field, specialized training or equivalent work experience.
• Other:  
• Experience implementing and working with operational and senior leaders to implement WFM best practices, specifically related to intra-day management and performance optimization.
• Experience with NICE Workforce Management (WFM) software is a plus.
• Skill Requirements Experience with WFM software: NICE, VERINT, Aspect, etc.
• Strong project management skills; organized with meticulous attention to detail. Strong presentation skills, ability to present and distill information to senior leadership.
• Strong communication skills with all co-workers from front-line to executives.
• Reliable self-starter; works well both independently and collaboratively.
• Collaborative; ability to work effectively with peers and partners across the organization.
• Ability to effectively manage multiple projects, schedules and needs to meet shifting priorities.
• Ability to influence and manage change in a positive and collaborative manner.
• Ability to interpret qualitative and quantitative data and use in decision making.

We Offer Great Benefits:

Day-one comprehensive health, vision and dental coverage, PTO, tuition reimbursement and employer-matched retirement funds are just a few of the great benefits offered to eligible co-workers, including those working 48 hours or more per pay period!

We’re bringing to life a healing ministry through compassionate care.

At Mercy, our supportive community will be behind you every step of your day, especially the tough ones. You will have opportunities to pioneer new models of care and transform the health care experience through advanced technology and innovative procedures. We’re expanding to help our communities grow. Join us and be a part of it all.

What Makes You a Good Match for Mercy?

Compassion and professionalism go hand-in-hand with us. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We’re also collaborative and unafraid to do a little extra to deliver excellent care – that’s just part of our commitment. If that sounds like a good fit for you, we encourage you to apply.