Contact Center Workforce Management Specialist

Dignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service.

As our Contact Center Workforce Management Specialist, you will be pivotal in optimizing our contact center operations by strategically balancing staffing levels with forecasted customer demand, ensuring exceptional service delivery and operational efficiency.

Every day you will analyze historical data, develop accurate forecasts for call, chat, and email volume, create agent schedules, and monitor real-time adherence to ensure service level agreements are met.

To be successful in this role, you will possess strong analytical and forecasting skills, a meticulous attention to detail, and a deep understanding of contact center dynamics and key performance indicators.

As a remote employee, we will provide you with the equipment needed to work from home, including a laptop, docking station, dual monitors, and accessories.

• Effectively monitors real time reporting to ensure the best patient access possible is achieved and service level goals are met. Provides value-added input to drive continual improvements while supporting standardization and streamlining.
• Effectively uses communication resources, email and workforce management software to update published schedules. Optimizes contact center staff, processes schedule changes, time of requests, overtime requests, and voluntary time off.
• Analyzes connection center goals and staffing needs to meet service delivery goals. Makes accurate short and mid-term projections to establish needs and resource requirements including generation forecast, schedules, and shift bids as needed to effectively balance patient access and staffing levels.
• Analyzes productivity, adherence, occupancy, and other metrics trends to identify opportunities for better efficiency, and provides recommendations as required for both phone and non-telephony related activities.
• Maintains excellent record of agent related records, staff groups, events, and attendance to track and report on attendance compliance.
• Partners with respective parties in the organization to create and maintain processes that will aid in the identification of performance gaps and/or training and business opportunities.

Required

• Experience in multi-site call center monitoring, planning, and scheduling in real time while working collaboratively in cross functional environment
• Two (2) year degree or combination of education and/or additional job related experience may be substituted in lieu of the degree
• Must be a problem solver, self-starter and works independently and with others in a team environment
• Strong analytical skills with knowledge of statistical analysis of call center data, workforce management and quality control
• Effective communication, interpersonal and negotiation skills
• Strong customer service skills
• Ability to prioritize and multitask multiple assignments and tasks
• Ability to be highly organized with an emphasis on accuracy and timeliness, organize information and have attention to detail to accurately follow procedures
• Excellent communication skills orally and in writing with co-workers, management team, other departments, including being sensitive to professional ethics

Preferred

• Two or more (2+) years of experience with contact center workforce management/planning preferred
• Bachelors degree in Computer Science, Mathematics, Information Systems, Engineering, Business Administration, or related field preferred
• Proficient in Google Workspace, MS Office (Word, Excel, Power Point, Access, etc.) preferred
• Proficient in contact center workforce management terminology, reporting and software; Aspect, Nice IEX, Calabrio, Verint, Genesys, TeleOpti preferred
• Lean Six Sigma or other process improvement methodology preferred