Sr. Workforce Management Specialist

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities. To learn more about who we are at Point32Health, click here.

Job Summary

Develop and implement strategic workforce management plans to optimize staffing levels and resource allocation. Analyze historical data
and trends to forecast staffing needs, ensuring optimal coverage for various departments. Collaborate with call center management to
understand business goals and align workforce strategies accordingly. Design and implement efficient scheduling processes to meet
operational demands while considering employee preferences and compliance requirements. Monitor real-time data to make proactive adjustments to schedules and staffing levels to address immediate needs. Utilize workforce management tools to generate reports and
analyze performance metrics, identifying areas for improvement. Lead daily check-ins with call center management. Stay updated on
industry trends and emerging technologies to enhance workforce management strategies. Provide insights and recommendations to senior leadership for continuous improvement of workforce planning and efficiency. Provide guidance and support for Workforce Management Specialist.

Key Responsibilities/Duties – what you will be doing

• Manages scheduling of staff and real-time reallocation of staff across queues to ensure appropriate service levels. This includes but is not limited to lunch changes, assessing off the phone allowances, time-off, and shifting/dedicating staff across queues to ensure appropriate phone coverage.
• Produce short-term staffing forecast
• Ensures daily schedules in Verint are keep up to date and adjusts schedules based on appropriate schedule adjustments and time off requests.
• Identify process improvement incentives and enhance day to day processes for call center optimization.
• Assesses short-term (weekly, daily, and half-hour) staffing requirements and takes appropriate action to ensure staffing levels are maintained for optimal performance.
• Generates reports and perform ad hoc analysis and project support as required by business needs
• Maintains data updates within Verint including AHT, NCO, and Holiday Factors
• Keeps management team updated on daily staffing needs by chairing daily supervisor check-in meeting.
• Generates and distributes daily queue performance and variance reports.                                                                                                                                                                                                                                         

Qualifications – what you need to perform the job

EDUCATION, CERTIFICATION AND LICENSURE:

• Bachelor’s Degree or equivalent relevant work experience is required.  

EXPERIENCE (minimum years required):

• Between 5-8 years of experience in call center staffing, including forecasting.
• Demonstrated proficiency in the use of computers, specifically PC-based applications, is essential.
• Experience with Microsoft Office applications (including Access), CrystalX Reports, Verint and Avaya Contact Center Manager Administration or similar systems is required.
• Verint RTA (Real Time Adherence), Performance Scorecards, Avaya AACC and AEP preferred.
• Experience with SQL a plus

SKILL REQUIREMENTS: 

• Requires the ability to assess all work and prioritize as necessary.  
• Must be highly organized and be able to juggle multiple priorities effectively.
• Proven analytical skills are a prerequisite. Must be able to exercise appropriate judgment as necessary.  
• Requires excellent verbal and written communication skills to effectively impart information to others.  
• Must be an effective and confident facilitator.