Workforce Management Specialist

Workforce Management Specialist

The Workforce Management Specialist is responsible for optimizing staffing, scheduling, and daily operational performance for the Client Services call center. This position uses workforce management practices, operational data, and real-time monitoring to ensure appropriate staffing levels, efficient resource utilization, and timely, high-quality service to members, providers, brokers and other stakeholders.

This role partners closely with Client Services leadership, team leads, and other departments to forecast workload, develop and maintain schedules, monitor service levels, identify performance trends, and recommend solutions to operational challenges. The ideal candidate is analytical, detail-oriented, adaptable, and comfortable balancing real-time operational needs with long-term workforce planning in a health insurance environment.

Essential Job Duties

• Develops and maintains staffing forecasts based on historical call volume, anticipated workload, seasonal trends, business changes, and enrollment or membership fluctuations
• Creates, maintains, and optimizes employee schedules to align staffing capacity with projected demand and service-level objectives
• Manages schedules for breaks, lunches, meetings, training, coaching, and other planned activities to minimize service disruptions
• Monitors staffing capacity, employee availability, schedule adherence, and planned time off to identify potential coverage gaps
• Recommends schedule adjustments, overtime, voluntary time off, or other staffing strategies as appropriate to meet business needs
• Supports staffing plans for open enrollment, benefit changes, system implementations, and other periods of increased member, broker, or provider inquiries
• Monitors call center performance throughout the day, including call volume, queue activity, service levels, average speed of answer, abandonment rates, average handle time, and representative availability.
• Identifies and communicates staffing or service-level risks promptly to Client Services leadership and team leads
• Makes real-time recommendations and coordinate adjustments to schedules, breaks, lunches, and other activities in response to changing call volume
• Monitors adherence to scheduled activities and communicate trends or recurring concerns to appropriate leaders
• Maintains awareness of system outages, unexpected call surges, staffing shortages, and other operational events that may affect service delivery
• Provides timely updates on operational performance and anticipated impacts when service levels are at risk
• Prepares daily, weekly, and monthly workforce management reports, dashboards, and performance summaries
• Analyzes trends in call volume, staffing, productivity, schedule adherence, service levels, and workload distribution
• Identifies opportunities to improve staffing efficiency, reduce avoidable wait times, and enhance the member, broker and provider experience
• Develops and maintain performance metrics and reporting tools that support informed decision-making
• Investigates variances between forecasted and actual performance and recommend corrective actions
• Collaborates with leadership to establish realistic operational targets and evaluate progress toward departmental goals
• Partners with Client Services leadership and team leads to align staffing decisions with business priorities, training needs, and employee development activities
• Coordinates with training, quality assurance, claims, provider services, and other business partners to anticipate workload changes and manage operational impacts
• Supports new-hire onboarding and training schedules while balancing the needs of the call center
• Assists with workforce capacity planning for new initiatives, process changes, benefit updates, and system enhancements
• Documents workforce management procedures, scheduling guidelines, reporting definitions, and escalation processes
• Contributes to continuous improvement initiatives that strengthen operational consistency, employee engagement, and service quality
• Develops an understanding of health insurance products, benefit structures, claims processes, provider inquiries, and member service requirements as they relate to call center workload
• Handles member, provider, and employee information in accordance with company privacy and security policies, including applicable HIPAA requirements
• Maintains the confidentiality of protected health information and other sensitive business information
• Follows established procedures for data access, reporting, documentation, and information security

Qualifications

• Associate degree or equivalent combination of education and relevant work experience
• Two or more years of experience in workforce management, call center operations, scheduling, operational reporting, or a related analytical role
• Experience analyzing operational data and translating findings into practical recommendations.
• Proficiency with Microsoft Excel, including formulas, sorting, filtering, and data analysis
• Strong organizational skills and attention to detail, with the ability to manage competing priorities in a fast-paced environment
• Excellent written and verbal communication skills, including the ability to communicate time-sensitive operational information clearly
• Ability to work independently while collaborating effectively with leadership and frontline teams.
• Demonstrated discretion when handling confidential employee, member, provider, and business information
• Experience supporting a health insurance, healthcare, benefits administration, or other regulated service operation preferred
• Familiarity with workforce management or contact center platforms, automated call distribution (ACD) systems, and real-time reporting tools preferred
• Experience with call center forecasting, interval-based scheduling, intraday staffing adjustments, and adherence monitoring preferred
• Working knowledge of contact center metrics, including service level, average speed of answer, abandonment rate, average handle time, occupancy, shrinkage, and forecast accuracy preferred
• Experience with reporting and visualization tools such as Power BI or similar business intelligence platforms preferred
• Knowledge of HIPAA privacy and security principles and the importance of protecting member and provider information preferred

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer. Moderate to significant amount of stress in meeting deadlines and dealing with day-to-day responsibilities. Must be able to drive a vehicle and daytime/overnight travel as required.

Benefits

401K (4% Match, Immediate Vesting)

Accident insurance

Competitive salary

Critical Illness Insurance

Dental Insurance

Employee Assistance Program

Flexible Spending Account

Health & Wellness Program

Health Savings Account

Life & AD&D Insurance

Long Term Disability

Medical Insurance

Paid Time Off

Pet Insurance

Short Term Disability

Vision Insurance

Pre-Employment Screening

Drug Screen and Background Check Required

HealthOne is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy, genetics, veteran status, or any other status protected by state or federal law.