Workforce Specialist

J&B Medical Supply seeks a Workforce Specialist to support management of our call center workforce management (WFM) tool through Ring Central. The Workforce (Intraday) Coordinator will be responsible for real-time monitoring, reporting, and adjustments to ensure optimal call center performance. This role requires a proactive individual with strong analytical skills, attention to detail, and the ability to adapt quickly to changing conditions.

Key Responsibilities

• Real-Time Monitoring :
• Oversee daily call center operations using Ring Central's workforce management tools.
• Monitor call volume, service levels, handle times, and agent productivity in real-time.
• Identify and address variances from forecasted metrics to ensure performance goals are met.
• Intraday Adjustments :
• Make intraday adjustments to staffing levels and schedules based on call volume and agent availability.
• Implement necessary changes to agent schedules, including breaks and lunches, to optimize coverage.
• Coordinate with team leads and supervisors to manage unexpected call spikes or drops.
• Reporting and Analysis :
• Generate and analyze intraday performance reports.
• Provide actionable insights and recommendations to improve operational efficiency.
• Track and report on key performance indicators (KPIs) such as service level, occupancy, and adherence.
• Communication and Coordination :
• Serve as the primary point of contact for intraday workforce management issues.
• Communicate real-time performance updates and staffing needs to call center management and team leads.
• Collaborate with the training and quality teams to address performance issues and implement improvement plans.
• Future Forecasting :
• Forecast future staffing needs based on natural growth trends and historical data.
• Collaborate with the business development team to prepare for new business and adjust staffing plans accordingly.
• Develop long-term staffing models to ensure adequate coverage during peak times and new business initiatives.
• Continuous Improvement :
• Participate in regular reviews of workforce management processes and tools.
• Suggest and implement improvements to enhance call center performance and efficiency.
• Stay up to date with industry best practices and workforce management technologies.

Qualifications