Workforce Management Specialist, Bilingual Spanish

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Oversee Key Performance Indicators (KPI) by effectively utilizing Workforce Management tools.

• Conduct real-time monitoring of daily performance models to ensure that actual staff levels align with the forecasts and schedules established by the Workforce Supervisor.

• Identify and resolve issues within Connection Center operations as necessary, ensuring adherence to Service Level Agreements (SLA).

• Adjust staffing as needed based on revisions to short- and long-term forecasts, taking into account how staffing allocations will affect overall results.

• Organize and communicate training sessions, meetings, and other off-phone activities.

• Maintain accurate documentation for associates, including schedule change requests, time off requests, and adherence to schedules.

• Ensure that call routing business rules and changes are effectively communicated and implemented.

• Assist in tracking sick calls, tardiness, and other attendance-related matters, entering real-time exceptions into the Connection Center attendance database.

• Generate operational reports for key areas of responsibility, including but not limited to referrals, hospital discharges, and schedulable orders.

• Manage MYMD emergency broadcast messages during system or telephone outages.

• Perform additional duties as needed.

⛳️ Requirements

• Associate degree in business, management, or call center administration.

• One (1) year of experience in forecasting and planning within a call center environment.

• Three years of experience in customer service with a focus on complex analytical problem-solving skills.

• Bilingual in Spanish -OR- an approved equivalent combination of education and experience.

• Preferred experience with Mitel Call Center and Workforce Management.

• Familiarity with telephony reporting systems.

• Comprehensive understanding of all contact center metrics, processes, and key performance indicators.

• Strong organizational, analytical, and data entry, look-up, and mining skills.

• Proficient in Excel.

• Excellent verbal and written communication abilities.

• Capability to work independently in a time-sensitive environment.

• Flexibility and skills in change management.

• Coaching and mentoring abilities.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life, Short and Long-term Disability Insurance

• Retirement Funds

• Paid Time Off

• Tuition reimbursement