The Workforce Management Specialist monitors customer service queues on a daily basis to ensure key performance metrics are achieved. Daily management of scheduling procedures, analysis of real time workload requirements, and call routing to achieve service levels. Create, run, and distribute reports to leadership as needed to assist in decision making. Communicate with center managers regarding staffing limitations/expectations and current/future business needs.

Specific duties include, but are not limited to:

• Daily management of scheduling software/agent schedules and provide updates to team when issues are discovered

• Monitor call volume and daily performance of scheduling calls daily and report areas of deviation. 

• Create and distribute reports to leadership team on key performance initiatives meeting time deadlines.

• Communicate and meet with operations leaders on daily basis to plan for future staffing needs.

Position Requirements:

• Minimum of 2 years of work experience utilizing applicable computer software systems.

• 2 years or more of experience working in call center operations and forecasting position preferred.

• Ability to utilize cloud based technology/programs such as Calabrio, Finesse, and Ring Central.

• Basic understanding of forecasting, scheduling and staffing of call centers.

• High level of proficiency in Microsoft products including Excel, PowerPoint, Word, etc.

• Adept at identifying patterns/trends in data. Ability to handle/react quickly to multiple projects/situations.

• The COVID-19 vaccination is/may be a condition of employment.

• All candidates who accept an offer for employment will be required to successfully complete a pre-employment background check and drug screen as a condition of employment.

Physical Requirements:

Standard office environment. 

More than 50% of the time:

• Sit, stand, and walk.

• Repetitive movement of hands, arms and legs.

• See, speak and hear to be able to communicate with patients.

Less than 50% of the time:

• Stoop, kneel or crawl.

• Climb and balance.

• Carry and lift 10-20 pounds

Residents living in CA, NY, Jersey City, NJ, WA and CO click here to view pay range  information.

Akumin Operating Corp. and its divisions are an equal opportunity employer and we believe in strength through diversity. All qualified applicants will receive consideration for employment without regard to, among other things, age, race, religion, color, national origin, sex, sexual orientation, gender identity & expression, status as a protected veteran, or disability.