Workforce Management Specialist, Bilingual Spanish

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

📋 Description

• Oversee Key Performance Indicators (KPI) by actively engaging with Workforce Management tools.

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

• Identify and escalate issues within Connection Center operations as necessary to maintain compliance with Service Level Agreements (SLA).

• Implement staffing adjustments based on both short- and long-term forecast updates, while considering how these changes will affect overall results.

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

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

• Communicate and implement changes to call routing business rules effectively.

• Assist in tracking sick calls, tardiness, and other attendance-related issues, 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 in the event of system or telephone failures.

• Perform additional duties as necessary.

⛳️ Requirements

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

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

• Three years of experience in customer service that involves complex analytical problem-solving abilities.

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

• Experience with Mitel Call Center and Workforce Management systems.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life

• Short and Long-term Disability Insurance

• Retirement Funds

• Paid Time Off

• Tuition reimbursement