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Open nowFirst seen 3 days ago

Sr. Workforce Management Specialist (Remote)

Inspira Financial36 open roles

Where
Oak Brook, IL, USA
Work mode
Remote
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Your applicationOpen nowSr. Workforce Management Specialist (Remote)Inspira Financial · Oak Brook, IL, USA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Inspira Financial's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Inspira Financial postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 3 days ago

Inspira Financial median: 1 days open

The posting

This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering intraday management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how staffing and skilling requirements translate to the creation of optimal schedules and intraday management to support multi-department contact center operations. The ability to make quick data-driven solutions to constantly changing environments will be crucial to the success of this role.

  • Provide real-time monitoring via available tools (CXone, IEX , etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
  • Maintain constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results.
  • Evaluates staff schedules and ensures data updates into scheduling system for the current week.
  • Provide daily/intra-day performance reports to leadership.
  • Compares results to forecast and identify opportunities for improvement.
  • Maintains ACD skilling and prioritization and volume balancing across all contact center resources
  • Generate ad-hoc reports as needed
  • Manages current week time off administration
  • Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics.
  • Administers overtime and voluntary time off opportunities to support service goals and optimize financial outcomes.
  • Mentor and train current and new team members
  • Develop processes to enhance the overall efficiency of the department
  • Responds to tickets/issues in a timely manner outlined by internal service level thresholds
  • Other duties as assigned.

Education & Experience:

  • 3-5 years of experience in Call Center Workforce Management
  • Bachelor's Degree in Business, Finance or related preferred

Skills & Abilities:

  • Prior call center experience required.
  • Proficient with Microsoft Office suite of products
  • Experience with Workforce Management Systems preferred
  • Comfortable learning new systems
  • Excellent oral and written communication skills.
  • Problem solving skills.
  • Attention to detail and accuracy.
  • Strong organizational skills
  • Analytical skills
  • Ability to successfully multitask and prioritize tasks.

Other Requirements:

  • Infrequent travel under 10% annually
  • Occasionally lifts up to 25 pounds
  • Ability to work overtime
  • Prolonged periods of sitting at a desk and working on a computer
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    The review screen in CV Rocket: how each CV was read, round by round.

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