We are recruiting for a Workforce Management Consultant to join Lacuna Healthcare in Louisville, Kentucky.
The Workforce Management (WFM) Consultant will have a critical role in assuring superior customer support and experience.
In this role, WFM Consultant will work with operational leaders to ensure correct staffing, forecast for future planning, optimize processes and help define solutions through a strategic approach to achieve business objectives.
A WFM Consultant is expected to build work schedules for various teams, leverage historic and real time data to create forecast and optimize staff utilization, such as reducing wait time to maximize the customer’s experience and help drive continuous improvement. The ability to create forecasting and scheduling to that forecast is essential.
Up to 10% annual travel.
Work in collaboration with operational leadership to ensure service levels are met
Develop strong working relationships within the organization to ensure efficient and effective problem solving and issue resolution
Configure and design all new Skills and Campaign in the WFM system
Ensure all agents are set up appropriately and assigned to a correct organization
Contribute with disaster recovery exercises to demonstrate the capability of establishing Telecommunications in the event of an outage.
Assist Helpdesk in areas concerning telecommunications and work with network administration to resolve connectivity issues.
Monitor call volume demand in real time and flexes workforce accordingly to ensure service levels are met
Ensure that the best possible call center service levels are achieved to maximize utilization
Schedule off the-phone activities around forecasted call patterns
Make real time updates to schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability
Update schedules to account for breaks, paid time off, etc
Must possess strong quantitative, analytical and technical aptitude skills
Find, document and escalate any system problems identified and provide follow-up to ensure problem is resolved
Conduct analysis and recommend solutions to real-time performance issues
Must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers
Analyze past call volume, interval arrival patterns and staffing patterns and provide bi-weekly and monthly forecasts consisting of required staffing levels to ensure service goals are met
Responsible for translating business objectives and challenges into analytics priorities, measurement strategies, and communicating the findings to influence and inform business decisions.
Prepare daily/weekly/monthly and ad hoc reports and distribute to management
Assist supervisors in reviewing agent requests for time off such as vacation and personal days
Must possess the ability to work independently, establish priorities and demonstrate good judgment skills
Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), and the ability to learn to specialized computer applications that are specific to handling job requirements
Complete understanding of overall operational activities including phone, email, chat, community and social media support
Working knowledge of workforce management programs
Ability to develop professional working relationships and communicate effectively with multiple constituencies – contact center leaders, contact center staff, fellow Kindred associates, etc.
Ability to plan, organize and prioritize multiple tasks that need to be completed on a daily basis
Excellent organizational skills and documentation orientation
Ability to maintain confidentiality
Ability to work independently
Must be self-motivated and goal oriented
Ability to communicate effectively, both orally and in writing
Ability to work flexible hours
Ability to maintain regular attendance
Ability to perform the essential job functions of this job, with or without reasonable accommodations
Requires Bachelor’s Degree
A minimum of three to five years’ workforce forecasting and scheduling experience in a call center environment.
Three to five years’ experience working with call center reporting and metrics required.
Three to five years’ prior experience with Five9 and workforce management technologies ideally Verint, IEX, eWFM.
Depending on a candidate’s qualifications, this position may be filled at a different level.
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