Workforce Management Specialist
: Job Details :

Job Summary

Reporting to the Workforce Management Manager, the Workforce Management Specialist is tasked with performing primarily administrative tasks in support of short-term staffing requirements. Utilizing forecasting data provided from theSr. Workforce Management Specialists, the specialist allocates resources effectively to uphold service level standards. Responsibilities include real-time staff allocation, schedule adjustments, and limited report distribution.

Key Responsibilities/Duties – what you will be doing

• Ensures daily schedules in Verint are keep up to date and adjusts schedules based on appropriate schedule adjustments and time off requests.
• Under the direction of Sr. Workforce Management Specialists, adjusts staff across queues to ensure appropriate service levels. This includes but is not limited to lunch changes, assessing off the phone allowances, time-off, and shifting/dedicating staff across queues to ensure appropriate phone coverage.
• Assesses short-term (weekly, daily, and half-hour) staffing requirements and takes appropriate action to ensure staffing levels are maintained for optimal performance.

Qualifications – what you need to perform the job

• Bachelor's Degree or equivalent relevant work experience required.
• Excellent verbal and written communication skills acquired through college or equivalent education.
• 1-3 years of call center staffing experience preferred.
• Proficiency in PC-based applications, Microsoft Office (including Access), CrystalX Reports, Verint, and Contact Center Manager Administration or similar systems required.
• Familiarity with RTA (Real Time Adherence), Avaya AACC, AEP is preferred.
• Knowledge of SQL is a plus

Compensation & Total Rewards Overview

As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company's sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

• Medical, dental and vision coverage

• Retirement plans

• Paid time off

• Employer-paid life and disability insurance with additional buy-up coverage options

• Tuition program

• Well-being benefits

• Full suite of benefits to support career development, individual & family health, and financial health

For more details on our total rewards programs, visit

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

Scam alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact ...@point32health.org.

This job has been posted by Ignyte AI on behalf of Point32Health. Ignyte AI is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of Ignyte AI not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.

Req ID: R8446