Workforce Management Intraday Specialist

What you can expect! 

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

The Workforce Management Intraday Specialist (WFM Intraday Specialist) is responsible for the execution and call center adherence monitoring for schedules published by the Workforce Management Forecast/Scheduling Administrator. This position is responsible for meeting business service level metrics and optimizing agent resources to meet the call arrival patterns for each scheduled interval. The incumbent communicates intraday performance trends, barriers, and risks impacting the call center’s ability to meet the service level goals. This position reallocates agent resources based on current intraday interval performance spikes and dips, caused by planned or unplanned events and technology outages. This role monitors adherence activities to provide call center leadership with data to support coaching when needed and ensure adjustments are made when applicable to protect the integrity of adherence data reporting and agent occupancy. The WFM Intraday Specialist monitors queue activity and agent state durations to optimize agent resources to proactively communicate to call center leadership when areas of opportunity are identified. Independent judgment skills are required to identify and communicate solutions for trends/barriers identified.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

• Analyze Automatic Call Distribution (ACD) and workforce management intraday data to:
  • Monitor call center performance
  • Evaluate results against IEHP objectives and assumptions
  • Provide feedback to management and recommend operational changes
  • Perform actual-versus-forecast variance analysis.
• Optimize agent resource allocation through effective intraday management. Monitor agent state reports in real time to ensure accurate and efficient operational performance. Oversee real-time queue activity to ensure optimal service level achievement. Manage intraday requests for scheduled activities, including meetings, training sessions, outbound campaigns, and coaching. Review and monitor non-phone-related activities such as time-off requests, meetings, and training to ensure accurate scheduling and resource planning.
• Manage adherence activities, including monitoring exceptions and responding to alerts.
• Serve as the workforce management intraday subject matter expert by supporting internal departments, assisting internal customers, and training Team Members on workforce management policies and procedures.
• Attend meetings to review and discuss prior and current performance metrics.
• Coordinate the management of agent call-ins to minimize service disruption and maintain staffing efficiency.
• Adjust agent skill assignments in real time as necessary to meet service level goals.
• Provide operational support to Workforce Management Team Members when business needs require or as directed by leadership.
• Identify intraday risks and communicate them promptly to the Call Center Systems Manager and Workforce Management team.
• Learn and maintain proficiency in call center technologies relevant to the position, including the telephone/ACD system, CRM tools, and other required operating systems.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Education & Requirements 

• One (1) year of previous relevant experience with workforce and Automatic Call Distribution (ACD) intraday management
• Experience in a multi-skill, multi-site call/contact center operation is required
• Experience with databases and/or data manipulation
• Experience with call center technology including IVR, CTI, Call Recording and Call Routing preferred
• Experience with other MS Office applications is desired. Experience with Verint is preferred
• High School Diploma or GED required
  • Bachelor’s degree from an accredited institution preferred

Key Qualifications

• Familiarity with call center metrics and terminology
• Highly proficient in the use of MS Excel, Word, and PowerPoint
• Demonstrated organizational, analytical, communication and trouble-shooting skills
• Must be highly self-motivated, multi-task-oriented team member with ability to manage tasks to completion within established timeframes
• Highly organized
• High degree of accuracy and ability to check one’s own work

Start your journey towards a thriving future with IEHP and apply TODAY!

This position is on a hybrid work schedule. (Mon & Fri - remote, Tues - Thurs onsite in Rancho Cucamonga, CA.)