What are the responsibilities and job description for the Call Center Workforce Specialist (Remote) position at Inspira Financial?
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.
Years of Experience:
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.
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.
Years of Experience:
- 1-3 years of experience in Call Center Operations or Workforce Management . Degree:
- Bachelor's Degree in Business, Finance or related preferred . Certification: N/A . Skills & Abilities:
- 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.
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.
Salary : $21 - $26
