Workforce Management Specialist, Bilingual Spanish

JOB DETAILS

Department: Connection Center

FTE: 1.00 (80 hours per pay period)

Workdays: Monday - Friday

Shift(s): Days

Shift Length: 8 hours

Location: Remote

Other: Bilingual Spanish

The Connection Center is open Monday through Friday, 7:30 AM to 5:30 PM. Shifts will be based on the current business needs and staff seniority. The schedule will be decided following the 4-week training period. The training period will be scheduled on Monday through Friday, 8:00 AM to 5:00 PM, and will be held on campus for only 1 week.

Working remotely will start after the training period has been completed. Individuals will need a quiet working environment, high-speed internet, fire alarm, and desk space. Hennepin Healthcare will supply computers, monitors, keyboard, mouse, and phone. Employees will need to be within 100-mile radius of our downtown campus.

Purpose of this position: The Workforce Management Specialist supports operations through coordination of scheduling and staffing. Works collaboratively with Connection Center leaders to ensure correct staffing levels and target service levels are achieved. Monitors real time service levels, capacity, and performance to ensure daily objectives are achieved.

RESPONSIBILITIES:

• Monitor Key Performance Indicators (KPI) through actively utilizing Workforce Management tools
• Real time monitoring of all daily performance models ensuring actual staff are aligned with predetermined forecasts and schedules provided by the Workforce Supervisor
• Escalate and facilitate resolution of issues across Connection Center operations as required to ensure compliance with Service Level Agreements (SLA)
• Directs staffing changes due to short- and long-range forecast revisions, considers the impact of staffing allocations and considers how staffing allocations will impact results
• Coordinates and communicates training, meetings, and other off phone activities
• Ensures accurate associate documentation, such as schedule change requests, time off requests and schedule adherence
• Ensures call routing business rules and changes are communicated and implemented
• Assist in monitoring of sick calls, tardiness, etc., entering real time exceptions into Connection Center attendance database
• Responsible for operational reports for key areas of assignment to include but not exclusive, referrals, hospital discharge, schedulable orders
• Manages MYMD emergency broadcast messages when system and or telephone failures occur
• Performs other duties as required

QUALIFICATIONS:

Minimum Qualifications:

• Associate degree in business, management, call center administration
• One (1) year of experience forecasting and planning in a call center
• Three years' experience in customer service involving complex analytical problem-solving skills
• Bilingual, Spanish
• OR-
• An approved equivalent combination of education and experience

Preferred Qualifications:

• Mitel Call Center and Workforce Management experience

Knowledge/ Skills/ Abilities:

• Experience with telephony reporting systems
• Knowledgeable of all contact center metrics, processes, and key performance indicators
• Strong organizational, analytical and data look-up, entry and mining skills
• Strong Excel skills
• Excellent verbal and written communications
• Ability to work with minimal guidance in a time critical environment
• Flexibility and change management skills
• Coaching and mentoring skills