We are hiring a full-time (1.0 FTE) Workforce Management Specialist.
The Workforce Management Specialist supports operations through coordination of scheduling and staffing. Works collaboratively with Ambulatory Registration leaders to ensure correct staffing levels and target service levels are achieved. Monitors real time service levels, capacity and performance to ensure daily objectives are achieved.
Monitor Key Performance Indicators (KPI) through actively utilizing Workforce Management tools
Real time monitoring of all daily performance models ensuring actual staff are aligned with predetermined forecasts and schedules provided by the Workforce Supervisor
Escalate and facilitate resolution of issues across Ambulatory Registration operations as required to ensure compliance with Service Level Agreements (SLA)
Directs staffing changes due to short and long range forecast revisions, considers the impact of staffing allocations and considers how staffing allocations will impact results
Coordinates and communicates training, meetings and other off phone activities
Ensures accurate associate documentation, such as schedule change requests, time off requests and schedule adherence
Ensures call routing business rules and changes are communicated and implemented
Assist in monitoring of sick calls, tardiness, etc., entering real time exceptions into Ambulatory Registration attendance data base
Performs other duties as required
Associate degree in business, management, call center administration
One (1) year of experience forecasting and planning in a call center
Three years' experience in customer service involving complex analytical problem-solving skills
Experience with telephony reporting systems
Knowledgeable of all contact center metrics, processes, and key performance indicators
Strong organizational, analytical and data look-up, entry and mining skills.
Strong Excel skills
Excellent verbal and written communications
Ability to work with minimal guidance in a time critical environment
Flexibility and change management skills
Coaching and mentoring skills
Hennepin County Medical Center