Specialist - Workforce Management
Core
Operationalize scheduling and management of staffing to maximize service levels and staffing targets through real-time monitoring, volume analysis, and schedule design optimization.
Role type
Specialist, Workforce Management
Builds
Business staffing schedules and workflow processes
Domain
Health Insurance / Operations
Required skills
MS Excel/Sheets (formulas, pivot tables, conditional formatting), Workforce Management planning/scheduling, Customer-facing communication
Preferred skills
WFM tools (NICE, InContact, Five9, Verint), Real-time workforce analysis
Responsibilities
Develop and drive schedule efficiency by aligning team members and forecasting volumes; Build and adjust schedules in line with stakeholder requirements; Identify and anticipate reasons for target or SLA drops and adjust queues; Serve as primary point of contact for internal support teams on intraday requests; Collaborate with stakeholders to resolve problems and design/change schedules.
Seniority
Specialist, operational execution
