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™.

• 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.

Education / Experience / Knowledge:

• 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)