Specialist, Workforce Management

Lumicera Health Services Specialist, Workforce Management

Lumicera Health Services is seeking a Specialist, Workforce Management to join our team!

The Specialist, Workforce Management is responsible for supporting workforce management setup, scheduling, analysis, forecasting, etc. to ensure internal and external service levels commitments are achieved. The WFM Specialist performs basic troubleshooting with the workforce management systems including input and output systems and escalates as necessary. This position will review available data or requests new reports to make recommendations on staffing to consistently meet service levels and run and requests enhancements to analytic reports on a regular and ad-hoc basis that assist in identifying areas of performance improvement, providing recommendations for efficiencies, and projecting staffing for future volume.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team?

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling.
• Conduct and document routine data validation of WFM systems and reports.
• Collaborate with department leadership to understand all possible impacts to volume and staffing.
• Measures accuracy of those forecasts on both short term and long-term basis. Meet established forecast accuracy goals.
• Review staffing forecasts on a daily, weekly, etc. basis and proactively address staffing concerns.
• Monitors volume demand throughout the day in real time and flexes workforce accordingly.
• Schedules activities around forecasted contact patterns and ensures activities are current in the WFM system. Notifies affected parties when off-line activities need to be rescheduled.
• Schedules off-phone activities when contact volumes are down.
• Adjusts call routing as directed when unusual call patterns exist in order to ensure service levels are met; manages multiple queues and skill groups.
• Identify need for departmental reports for individual and unit performance metrics and submit requests for enhancements; see through to production.
• Create agent schedules to support contact volume demands and optimize contact center performance.
• Prepare standard and ad-hoc reports as required for internal and external customers with high level of accuracy and professionalism.
• Documents and assembles requirements to generate reports, charts, scorecards, dashboards, forecasts for business use.
• Responsible for development of training materials and documentation of policies and procedures.
• Other duties as assigned.

Qualifications

What our team expects from you?

• High school diploma or GED required. Associate's degree in the field of Mathematics, Statistics, or related field preferred.
• 4 years' experience working in a contact center environment required.
• 1 year of workforce management experience forecasting, scheduling, and utilizing WFM tools required.
• Experience writing reporting requirements, testing, and implementing these reports preferred.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!

Location: Remote, US