Workforce Management Specialist Position Available In Orange, Florida

HealthPlanOne’s mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today. The Workforce Specialist will assist in the execution of the company’s workforce planning, scheduling, real-time adherence, and analysis plans for contact center activities across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources. The WFM Specialist will monitor real-time forecasting and scheduling activities to ensure the company is on track to meet service metric goals.

Duties/Responsibilities:

Efficiently manage Real time labor resources for HPOne’s inbound and outbound call volume, while maintaining and exceeding goals and expectations Update published schedules one week out to same day as needed to ensure optimization and to align activities and demand changes post publication Coordinate with operations team and initiate contingency plans for unusual volume or agent availability situations Monitor adherence real time to ensure performance is within pre-set parameters, partner with leadership to resolve schedule adherence issues, escalating issues to operations managers if necessary In partnership with Workforce Administrator deliver reports to internal and client audiences Interface with operations management to resolve conflicts between agent requests and/or needs of the business, making schedule changes when necessary Support skilling and scheduling updates as required in partnership with WFM Administrator and WFM Analyst Prepare and present any post-day, post-action, and next 2 day previews as needed to internal and external audiences Embrace change, and constructively address and resolve barriers and constraints Analyze and evaluate workforce metrics to improve human resources capacity planning and maximize labor utilization rates Performs other related duties as assigned

Required Skills/Abilities:

High School diploma or equivalent Intermediate to advanced proficiency with Microsoft Works Suite Experience in data analysis Excellent communication skills both written and verbal Excellent time management skills

Preferred Skills/Abilities:

Bachelor’s degree or CWPP (Certified Workforce Management Professional) or ACWPP in RTA or Scheduling 2 years in WFM Real Time or Call Center Supervisory Roles Experience with workforce management tools (IEX, Verint, Calabrio, Five9, CXOne WFM) Familiarity with forecast and scheduling concepts Contact center experience

Physical Requirements:

Must be able to remain in a stationary position (e.g., sitting or standing) for extended periods of time, typically in a cubicle environment (constant noise, fluorescent overhead lighting) Frequent use of a computer, dual monitors, keyboard, mouse, and other standard office equipment such as a telephone, copier, and printer. Must be able to communicate effectively, including exchanging information in person, in writing, by telephone, email or video conferencing. Visual and auditory acuity required to perform job duties effectively, including reading, writing, and interpreting information on screens or in print. Hand dexterity, fine motor skills needed to operate a keyboard and mouse efficiently Reach with hands and arms occasionally

For Hybrid Roles:

Must be able to commute to an office setting as required, which may include walking short distances and navigating an office environment. Occasionally moves about the office to access files, office machinery, and meet with others. Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at accommodations@hpone.com Our Story HPOne was started in 2006 with a singular vision: create custom sales, marketing and contact center solutions exclusively for the health and Medicare insurance products. Since our beginnings, HPOne has grown dramatically. We may be bigger in size, but our focus on optimizing health insurance consumer interactions has never been clearer. We have become one of the highest performing marketing, member acquisition and retention companies in the industry, the largest producer of exclusive Medicare leads, and have expanded into nine locations serving consumers seeking Medicare and health insurance in every state. Our mission continues to be finding the right plans that fit our customer’s needs and supporting those customers through enrollment. Year after year we will remain available to customers to make sure they are still satisfied with their plans, or if life changes require new solutions for their healthcare. Our Culture We are a fast-growing company in an industry that is rapidly changing. But a relentless focus on having the most qualified and engaged employees will never change. The HPOne environment encourages collaboration, transparency, open dialogue, and professional growth. Employees routinely describe HPOne as “welcoming,” “innovative” and “motivational.” We treat employees across the entire organization like trusted colleagues, regularly seeking broad input to design what we know to be the best operation in the industry. An entrepreneurial spirit is in our DNA. We require excellence in every task that we undertake. All contributions are valued and everyone on staff pitches in to create a culture where success is the standard and challenges are seen as an opportunity to learn and grow. Every employee – from agents to programmers and senior management – is aligned around the central objective to deliver the most value for consumers.