Workforce Management Specialist

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities. To learn more about who we are at Point32Health, click here.

Job Summary

Reporting to the Workforce Management Manager, the Workforce Management Specialist is tasked with performing primarily administrative tasks in support of short-term staffing requirements. Utilizing forecasting data provided from the Sr. Workforce Management Specialists, the specialist allocates resources effectively to uphold service level standards. Responsibilities include real-time staff allocation, schedule adjustments, and limited report distribution.

Key Responsibilities/Duties – what you will be doing

• Ensures daily schedules in Verint are keep up to date and adjusts schedules based on appropriate schedule adjustments and time off requests.
• Under the direction of Sr. Workforce Management Specialists, adjusts staff across queues to ensure appropriate service levels. This includes but is not limited to lunch changes, assessing off the phone allowances, time-off, and shifting/dedicating staff across queues to ensure appropriate phone coverage.
• Assesses short-term (weekly, daily, and half-hour) staffing requirements and takes appropriate action to ensure staffing levels are maintained for optimal performance.

Qualifications – what you need to perform the job

• Bachelor’s Degree or equivalent relevant work experience required.
• Excellent verbal and written communication skills acquired through college or equivalent education.
• 1-3 years of call center staffing experience preferred.
• Proficiency in PC-based applications, Microsoft Office (including Access), CrystalX Reports, Verint, and Contact Center Manager Administration or similar systems required.
• Familiarity with RTA (Real Time Adherence), Avaya AACC, AEP is preferred.
• Knowledge of SQL is a plus.

Compensation & Total Rewards Overview

Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity

​Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do—from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent.  We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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