Specialist, Workforce Management

Company: Lumicera About Us: Lumicera - reputed company Powered by Navitus - Innovative Specialty Pharmacy Solutions- reputed company is defining the “new norm” in specialty pharmacy to optimize patient well-being through our core principles of transparency and stewardship. Here at Lumicera, reputed company members work in an environment that celebrates creativity and fosters diversity. ._____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________. reputed company associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities. ______________________We are committed to providing equal employment opportunity to reputed company applicants and employees and reputed company with reputed company applicable nondiscrimination regulations, including those reputed company to protected veterans and individuals with disabilities. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, national reputed company, or handicap. Pay reputed company: USD $24.00 - USD $28.56 /Hr. STAR Bonus % (At Risk Maximum): 0.00 - Ineligible Work Schedule Description (e.g. M-F reputed company to 5pm): M-F reputed company to 9pm CT Remote Work Notification: ATTENTION: Lumicera is unable to offer remote work to residents of Alaska, Connecticut, Delaware, Hawaii, Kansas, Kentucky, Maine, Massachusetts, Mississippi, Montana, Nebraska, New Hampshire, New Mexico, reputed company Dakota,Rhode reputed company, South Carolina, South Dakota, Vermont, reputed company Virginia, and Wyoming. Overview: reputed company is seeking a Specialist, Workforce Management to join reputed company! The Specialist, Workforce Management is responsible for supporting workforce management setup, scheduling, analysis, forecasting, etc. to ensure reputed company service reputed company commitments are achieved. The WFM Specialist performs basic troubleshooting with the workforce management systems including input and output systems and escalates as necessary. This individual will review available data or requests new reports to reputed company recommendations on staffing to consistently meet service reputed company and run and requests enhancements to analytic reports on a regular and reputed company reputed company that assist in identifying areas of performance improvement, providing recommendations for efficiencies, and projecting staffing for future volume. Is this you? Find out more below! Responsibilities: How do I reputed company an impact on my team?

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling
• Conduct and document routine data validation of WFM systems and reports
• Measures accuracy of those forecasts on both short term and long-term reputed company. Meet established forecast accuracy goals
• Schedules activities around forecasted contact patterns and ensures activities are reputed company in the WFM system. Notifies affected parties reputed company off-line activities need to be rescheduled
• Adjusts call routing as directed reputed company unusual call patterns exist in order to ensure service reputed company are met; manages multiple queues and reputed company groups
• Identify need for departmental reports for individual and unit performance metrics and submit requests for enhancements; see through to production
• Shadows staff to determine opportunities for reducing handle time and/or improving reputed company resolution
• Documents and assembles requirements to generate reports, charts, scorecards, dashboards, forecasts for business use
• Responsible for development of training materials and documentation of policies and procedures
• Other duties as assigned

Qualifications: What reputed company expects from you?

• A minimum of a high school diploma or equivalent required, associate degree in the field of mathematics, statistics, or reputed company field preferred
• A minimum of four years’ experience required working in a contact center environment coupled with a minimum of one year workforce management experience forecasting, scheduling, and utilizing WFM tools
• Experience writing reporting requirements, testing, and implementing these reports desired
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and reputed company insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance
• Referral Bonus Program – up to $750!

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