Workforce Management Specialist

Due to Integra’s continued growth, specifically within the Customer Service team, Integra has created a new role to assist the Customer Service Leadership Team & Operations Business Analyst with the scheduling and daily management of its call center queues for our payers, providers, and patients. This is an ideal role for someone with call center experience and experience with the Workforce Management (WFM) platform.
JOB QUALIFICATIONS: KNOWLEDGE/SKILLS/ABILITIES

The Workforce Management Specialist’s responsibilities include but are not limited to:

• Support the Sr. Service Operations Business Analyst in all aspects of and maintenance of WFM platform used for forecasting, scheduling, monitoring, and reporting of the daily/weekly/monthly call center statistics.
• Monitor the daily call queues and coordinate the call center team members’ availability between each queue to ensure service levels are met and achieved.
• Communication with leadership with updates on current status of each call queue, wait times, and other relevant metrics for the call center.
• Ensuring schedule adherence related to breaks, lunches, idle times of the call center team.
• Identification of peak times and action planning to ensure service levels are met.
• Consistent ability to make judgement calls and decisions in partnership with leadership for problem resolution.
• Assisting supervisors with schedules, time off calendars, and other scheduling planning (1 on 1’s, company meetings), to ensure availabilities support the call queues.

EDUCATION: High school diploma required, bachelor’s degree preferred or equivalent experience

EXPERIENCE:

• Proficient with WFM Platform
• Healthcare experience preferred
• Typing speed and accuracy: 45+ WPM
• Proficient in relevant computer applications such as MS Office
• Demonstrated ability to rapidly gain product knowledge
• Flexible and able to multitask and work with changing priorities with enthusiasm
• Self-motivated, detail-oriented and prepared to work independently or as an active team player
• Regular, consistent, and punctual attendance
• Flexibility to work outside a normal “9 to 5” schedule if needed