Workforce Management Supervisor jobs in Florida

Intraday Performance (IDP)

• Manage day-to-day call volume activity and routing, in order to meet service level expectations.
• Provide ongoing communication to agents on all aspects of daily adherence
• Provide ongoing communication to management on all aspects of the Care Connection Center call handling performance.
• Utilize intraday performance plans to proactively determine variances to forecast, AHT and staffing.
• Document any actions taken or challenges impacting performance.
• Monitor site performance to ensure service level metrics are met and are not negatively impacting other metrics. (Queue Monitor)
• Review hold time and availability, requesting skill changes as appropriate to ensure queues do not jeopardize patient & family experience.
• Monitor IDP metrics throughout the day to ensure service level goals are being met.
• Analyze IDP goals over a given period to determine if current goals serve business needs.
• Implement escalation procedures when determination is made that service level agreements or specific operational commitments are at risk.
• Provide daily Exception Reporting and enter exceptions in application.
• Communicate shrinkage outside of forecast.
• Monitor real-time agent adherence and interval service levels
• React in response to forecast variances.
• Prioritize time sensitive communications.

Workforce Analysis

• Establish standards for Exception and Adherence reporting and notification with staffing and scheduling, and implement with team leads/supervisors.
• Identify improvement opportunities and implement solutions to improve site productivity.
• Analyze call drivers, and determines how and when to change KPIs to align with these factors.
• Communicate trends to supervisors and senior leadership, and make recommendations to resolve or maximize.
• Communicate volume drivers and current performance.
• Request queue, skill, and attribute configuration changes as needed.

• 3 years as a workforce management forecasting analyst within a call center environment
• Excellent presentation skills
• Strong mathematical skills
• Strong analytical, critical thinking, and problem-solving skills
• Ability to multi-task effectively, and to delegate where necessary
• Ability to prioritize deliverables, and to change priority/direction, often with minimal advance notice
• Ability to maintain confidential information
• Working knowledge of call center and workforce management systems required
• Ability to work on various assignments simultaneously
• Strong interpersonal skills within all levels of the organization
• Ability to navigate within automated systems and high level of proficiency Outlook, Word, and Excel.
• Bilingual in Spanish/English a plus 

• Completion of high school or basic education equivalency required.
• Medical or business office education or training desired.

• EOE/AA M/F/D/V