What are the responsibilities and job description for the Workforce Specialist position at J&B Family of Companies?
J&B Medical Supply seeks a Workforce Specialist to support management of our call center workforce management (WFM) tool through Ring Central. The Workforce (Intraday) Coordinator will be responsible for real-time monitoring, reporting, and adjustments to ensure optimal call center performance. This role requires a proactive individual with strong analytical skills, attention to detail, and the ability to adapt quickly to changing conditions.
Key Responsibilities
- Real-Time Monitoring:
- Oversee daily call center operations using Ring Central's workforce management tools.
- Monitor call volume, service levels, handle times, and agent productivity in real-time.
- Identify and address variances from forecasted metrics to ensure performance goals are met.
Intraday Adjustments:
- Make intraday adjustments to staffing levels and schedules based on call volume and agent availability.
- Implement necessary changes to agent schedules, including breaks and lunches, to optimize coverage.
- Coordinate with team leads and supervisors to manage unexpected call spikes or drops.
Reporting and Analysis:
- Generate and analyze intraday performance reports.
- Provide actionable insights and recommendations to improve operational efficiency.
- Track and report on key performance indicators (KPIs) such as service level, occupancy, and adherence.
Communication and Coordination:
- Serve as the primary point of contact for intraday workforce management issues.
- Communicate real-time performance updates and staffing needs to call center management and team leads.
- Collaborate with the training and quality teams to address performance issues and implement improvement plans.
Future Forecasting:
- Forecast future staffing needs based on natural growth trends and historical data.
- Collaborate with the business development team to prepare for new business and adjust staffing plans accordingly.
- Develop long-term staffing models to ensure adequate coverage during peak times and new business initiatives.
Continuous Improvement:
- Participate in regular reviews of workforce management processes and tools.
- Suggest and implement improvements to enhance call center performance and efficiency.
- Stay up to date with industry best practices and workforce management technologies.
Qualifications
- Education and Experience:
- High school diploma or equivalent; associate or bachelor's degree preferred.
- Minimum of 2 years of experience in call center operations or workforce management.
- Proficiency with Ring Central or similar workforce management tools.
Skills and Competencies:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Detail-oriented with strong organizational skills.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
Other Requirements:
- Flexibility to work varying shifts, including evenings and weekends, as needed.
- Ability to quickly learn and adapt to new technologies and processes.
