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Workforce Management Specialist Jobs
Company | iRhythm Technologies, Inc. |
Address | Greater Orlando, United States |
Employment type | FULL_TIME |
Salary | |
Category | Medical Equipment Manufacturing |
Expires | 2023-09-28 |
Posted at | 8 months ago |
About IRhythm
- Proactively trends real time call arrival patterns and adjusts staff accordingly
- Identifies service anomalies using real time monitoring applications
- Maintain a current and accurate agent skill set inventory
- Work closely with Customer Care Training organization to ensure properly skilled individuals are available to support the business needs
- Complete bi weekly time card approvals for all contact center employees, reviewing regular time pay, overtime pay, holiday pay, PTO, Jury duty etc.
- Prepares daily and intra-day level forecast and staffing analysis based on actual call volumes and agent availability using NICE Telephony and Work Force platform.
- Monitors real time contact centers for all groups domestically and internationally across all forms of communication: phones, email, chat, fax etc.
- Drive Real Time Adherence and report findings to Supervisors and Leadership.
- Lead and maintain business continuity efforts through Disaster Recovery plan.
- Escalates contact center interruptions and acts the business-side owner to follow issue through to resolution
- Train team members, managers, trainers on the use of work-force planning tools.
- Build and maintains NICE Workforce Management System
- Forecasts call volume demand and other contact demand and manages the scheduling of appropriately skilled staff based on historical and anticipated volume.
- Schedules agent shifts and communicates shift changes to appropriate team members. Moderates use of Paid Time off, leaves of absence and incorporates time out into shift planning.
- Assist with training of staff on Workforce Management policies and procedures
- Workforce Management Software experience mandatory (NICE IEX/CX)
- Minimum of 3 years of workforce management experience
- Experience implementing new software / applications is desired
- Requires analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, and Windows operating systems
- Solutions-oriented, detail oriented individual who understands how to effectively manage multiple teams in different geographic locations.
- Adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, handling multiple tasks concurrently, and easily adapting to change
- Salesforce experience desired
- Thrives in a fast paced, dynamic organization
- Bachelor’s degree in statistics, mathematics, computer science, finance, general business or accounting recommended. Equivalent work experience may be substituted for educational experience
- Experience working with staffing models and business forecasts
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