Overview

MDVIP is seeking a remote based Workforce Management Specialist who monitors inbound/outbound traffic and agent status to ensure proper staffing and scheduling adjustments are completed for the organization’s contact center. This role works closely with the management team to provide support to ensure departmental service levels are achieved as well as effectively communicates with internal and external teams, maintaining a positive and professional demeanor during all contacts.

MDVIP has consistently been recognized as a Great Place to Work® employer since 2018 (Greatplacetowork.com/certified-company/MDVIP) and was named by Fortune and Great Place to Work® as one of the 2021 Best Workplaces in Healthcare & Biopharma™. 

Responsibilities

• Assists in planning and driving all inbound/outbound related traffic including but not limited to voice shots, strong leads lists, scheduled call backs, e-mail, voicemail, membership, and marketing driven activities.
• Manages scheduling for PCC agents using the NICE WFM platform for trainings, events, and shifts. Assists with forecasting and tracking traffic vs. staffing and technology needs in the PCC.
• Maintains various departmental logs, spreadsheets, and reports. Updates Salesforce using Data Loader.
• Communicates planned efforts with both internal and external stakeholders. Creates and edits campaign calling lists within various systems including: InContact, Salesforce and voiceshot.com.
• Manages voice shot sound files, scheduling, and distribution, as needed.
• Assists with agent specific and departmental performance reporting.

This job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications

Education / Experience / Knowledge:

High school diploma or general education degree (GED); and a minimum of three years related experience and/or training. An Associate degree is desirable, but not required. Related experience includes prior customer service in a call center environment, or business / administrative experience. 

• High degree of accuracy and attention to detail, with the ability to organize simple and complex tasks. The ability to handle multiple tasks simultaneously.
• Knowledge of modern office procedures and methods, office systems, and organized record keeping. Must have knowledge of use and operation of standard office equipment and ability to type 45 words accurately per minute.
• Analytical ability is required to gather and summarize data from varied sources to develop meaningful reports.
• Ability to establish priorities, identify and resolve recurring issues, work independently, and manage objectives with little supervision.
• Advanced Excel skills required, and other Microsoft Suite skills at intermediate level or above. Other computer skills include contact center, telephony, and scheduling solutions (in-Contact, NICE, and Salesforce experience highly desired)

Telecommuter roles: This role is approved for home-based work, from the location identified at the time of hire and must be able to work the assigned schedule. Any change of work location, even on a short-term or interim basis, must be reviewed by the Supervisor and HR and approved at the sole discretion and approval of executive leadership. To meet business and/or training needs, periodic travel, with overnight stays, by air or land, may be required. Employee must be able to work autonomously from a home office that meets the company's telecommuter program requirements.

Additional information:

At no time may work be performed, or computer systems accessed, from outside of the U.S.

Individuals hired must be able to perform essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MDVIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Consistent with our mission, purpose, and core values, MDVIP takes the health and safety of its employees very seriously. With the concern over the spread of the coronavirus or “COVID-19,”and its variants, MDVIP has, and will continue to take reasonable measures to mitigate the potential spread of COVID-19. Your recruiter will provide more information during the interview process.