Customer Experience Workforce Management Specialist – IT

This is a fully remote position, open to applicants in Pennsylvania, +1 more state.

📋 Description

• Create schedules for various support teams utilizing NICE IEX Workforce Management software.

• Conduct staffing, service-level agreement (SLA), and trend analysis.

• Organize and communicate staffing for Saturdays, holidays, and on-call shifts.

• Manage agent relocations and schedule adjustments across call center divisions.

• Collaborate closely with Support Supervisors and/or Managers to ensure service levels are upheld while effectively managing the workforce.

• Execute other assigned tasks as necessary.

⛳️ Requirements

• Excellent analytical abilities.

• Capability to work autonomously and meet deadlines in a dynamic environment.

• Proficient in the Microsoft Office Suite of Applications.

• Strong written and verbal communication skills required to fulfill essential functions, duties, and responsibilities.

• 1–2 years of experience in a Workforce Management role is preferred but not mandatory.

• Experience in presentation development and execution of reporting and analysis is preferred but not required.

• Travel requirements: None.

• Nights/weekends: Rarely, less than 5% of the time.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) matching.

• Paid time off.

• PTO cash-out options.

• Family resources.

• EAP counseling sessions.

• Access to Headspace®.

• Backup care for children and elders.

• Maternity and paternity leave.

• Opportunities for professional development.

• On-demand virtual leadership and development courses.

• DaVita's online training platform, StarLearning.

• Competitive total rewards package.

• Healthcare coverage.

• Commitment to an equal opportunity workplace.

• Drug-free workplace policy.

• Pre-employment substance abuse testing and background verification checks.