The Workforce Specialist is responsible for administrative workforce duties. This position will assist in creating and maintaining workforce management policies and procedures and will partner with Customer Care Center leadership to determine the most effective method of communicating changes to all associates. This position ensures that the Customer Care Center teams have the right number of skilled associates in the right place at the right time to handle an accurately forecasted workload at the desired service level and response time goals. This position communicates real time and historical workforce performance results to the Customer Care Center teams. This position will partner with Workforce Management leadership to provide information to Customer Care Center Leadership on associates about appropriate work statuses and behavior documented in order to achieve our goals. This position will require real time monitoring of call queues, responses to email inquiries received from patients and maintaining a call volume balance with calls arriving in the center, as well as the automated outbound calling application. If workload warrants, this position may support other functions of the Customer Care Center.
Sunday - Thursday, 1:30pm - 10:00pm shift
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.