Call Center Workforce Specialist (Remote)

Join Us!

Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all. We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.

Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!

Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com.

We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2024 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.

Job Summary & Responsibilities

The Call Center Workforce Specialist will report to the Call Center Workforce Manager in the Client Service Quality Assurance, Training, and Projects department. This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.

• Provide real-time monitoring via available tools (Real-Time Adherence, CXone, IEX Totalview WFM, etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
• Maintain constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results
• Generates and evaluates staffing schedules and ensures data updates into scheduling system
• Provide daily/intra-day performance reports to leadership
• Compares results to forecast and identify opportunities for improvement
• Other duties as assigned
  
  

Training Schedule: 8 a.m. CT to 5 p.m. CT. Workforce Management covers the hours of operation for all of our call centers (Monday to Friday from 7 a.m. CT to 7:30 p.m. CT and Saturdays from 8:30 a.m. CT to 2:30 p.m. CT). This position would need to work an 8 hour shift per day and one Saturday per month.

Preferred Qualifications

• 1-3 years of experience in Call Center Operations or Workforce Management
• Bachelor's Degree in Business, Finance or related preferred
• Prior call center experience required
• Proficient with Microsoft Office suite of products
• Comfortable learning new systems
• Excellent oral and written communication skills
• Problem solving skills
• Attention to detail and accuracy
• Analytical skills
• Ability to successfully multitask and prioritize tasks
  
  

Pay Range

$20.50/hr-$25.50/hr

Compensation & Benefits

The compensation for this position will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive and bonus opportunities.

Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.