The Patient Navigation Center (PNC) Workforce Management (WFM) Specialist assists in analyzing contact center patterns, including volumes, trends, attrition, and contact center representative productivity. Utilizes the analysis results to forecast contact center workload and builds resourcing and scheduling plans to meet business objectives. This position is a hybrid role, while most duties can be performed remotely, a portion are required to be performed onsite.

• Responsible for managing all WFM tasks for Lone Star Circle of Care Patient Navigation call center to achieve and maintain established service level goals
• Acts as administrator of the current WFM system
• Creates WFM annual staffing plan based on historical data, recent trends, and planned events or process changes, balancing patient experience with expense with cost effectiveness
• Updates forecasting based on current performance, unplanned events, and stakeholder inputs
• Tracks and reports on various call metrics including historical call performance,
• Compiles and analyzes data from various tools to manage capacity, schedule adherence, utilization, and representative work assignments
• Recommends and optimizes schedules and off phone time based on interval arrival patterns
• Manages real-time performance, assisting with communicating to staff regarding adherence
• Facilitates time off allotments, extra hours, voluntary time off, and shift trades, holiday hours, and call outs
• Drives continuous improvement of systems, tools, reports, and staffing models to support patient experience and optimal call routing
• Conducts periodic ADHOC staffing and call metric analysis to support ROI and change management activities
• Acts as a member of leadership team providing guidance for strategic initiatives as they impact staffing needs
• Subject to support other departments based on business needs
• Assist with PNC initiatives, projects, and other duties as assigned

• 
  High school diploma or equivalent
• Working knowledge of Call Center technologies
• Proficiency with Microsoft Excel

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  Experience with PureCloud WFM
• Experience supporting multiple contact channels including (Voice, Chat, Messaging, Email, and Back Office)
• Experience with other Microsoft Office applications including Word, Outlook, Power Point, and Microsoft Teams