Specialist, Workforce Management

Company LumiceraAbout Us Lumicera - reputed company Powered by reputed company - Innovative Specialty Pharmacy Solutions- reputed company is defining the “new norm” in specialty pharmacy to optimize patient reputed company-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-reputed company.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 reputed company 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 - IneligibleWork Schedule reputed company (e.g. M-F reputed company to 5pm) M-F reputed company to 9pm CTRemote 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.reputed company 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 reputed company systems and escalates as necessary. This individual will review available data or requests new reports to reputed company recommendations on reputed company 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 reputed company for reputed company volume. Is this you? reputed company out more below! Responsibilities How do I reputed company an reputed company 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 reputed company • 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 reputed company • 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 reputed company 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 reputed company time off • 4 weeks reputed company parental leave • 9 reputed company holidays • 401K company match of up to 5% - No vesting requirement • Adoption Assistance Program • Flexible Spending Account • Educational Assistance Plan and reputed company Membership assistance • Referral Bonus Program – up to $750! Location : Address RemoteLocation : Country US Apply tot his job Apply To this Job