Stericycle Work Force Management Specialist in PA, United States
Work Force Management Specialist
Job ID #: 19366
Healthcare Compliance Solutions
2 - 3 Years
We are currently seeking a Workforce Management Specialist to works to provide exceptional customer service by ensuring that resources are maximized across the organization in order to meet and exceed customer expectations regarding service delivery times. This position will be a key contact for supervisors/leads regarding real-time service delivery performance and KPI reporting. Essential Responsibilities & Duties: Real Time Management –Monitor real-time service delivery (Service Levels) relative to targets, shifting resources as needed to ensure that targets are met. Monitor day-to-day call center staffing to ensure proper resource allocation commensurate with service level goals on an interval, daily, weekly and monthly level. This includes making decisions about offering additional hours/overtime or sending agents home early (VGH – Voluntary Go Home). Monitor performance of additional metrics (e.g., Occupancy, Productivity, Adherence, etc) and conduct ad hoc analysis to re-forecast daily staffing requirements. Conduct ad hoc analysis on anomalies within the business. Communicate in real-time to the general population as well as the management team about current conditions, escalating issues as necessary. Receive and document agent call-ins. Scheduling & Administration - Monitor email and voicemail queues for the team, responding to requests consistent with response time targets for the team. Receive, evaluate and decision on request for vacation and time off, in accordance with defined allotments and policies. Schedule and/or re-schedule near-term offline activities (e.g., team meetings, coaching sessions) in accordance with forecasted service levels. Create and maintain long term scheduling process to ensure optimal utilization of contact center resources. Reporting – Assist with the delivery of accurate, detailed, timely and user-friendly reports/dashboards for identified stakeholders. Obtain a thorough knowledge of all data repositories to ensure reports /dashboards are accurate. Partner with call center operations leadership team to ensure understanding of service level management objectives and improvement plans which may include delivery of call center management training and presentations. Assist with workforce management tasks as needed.
Bachelor’s Degree or 2 years experience in contact center workforce management required Knowledge of Call Center management best practices Demonstrated ability in applying analytical concepts within a call center environment Strong knowledge of Microsoft applications including Outlook, Excel and Access with the ability to create and maintain databases Strong knowledge of workforce management tools (preferably Aspect)
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.