Workforce Management Coordinator

Home Care Delivered (HCD) is a rapidly growing specialty medical supply distributor that partners with physicians, home healthcare providers, and other healthcare practitioners by providing medical products to their patients, delivered directly to their homes anywhere across the U.S. HCD has contracts with hundreds of insurance companies including Medicare, state Medicaid plans and commercial insurance plans throughout the U.S. HCD offers a wide array of name-brand products across multiple chronic care categories, including Incontinence, Diabetes, Ostomy, Urological, Wound Care, Equipment and Oral Nutritional Supplements. These products are instrumental in assisting people to return home from a hospital stay or remain in the home setting. HCD has offices across the US and distribution that enables next-day delivery for 96% of the US population. Founded in 1996, HCD has a successful operating history and today employs over 200 teammates. HCD is guided by the company's purpose statement: To help people live with confidence and dignity. With a 98% customer satisfaction rating, is elevating the industry standard.

Due to the success of our organization, we are hiring a Workforce Management Coordinator. This is a remote position, Monday - Friday, with some evening and weekend work required.

This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real time and future planning, to meet Enterprise service levels and performance guarantees. Uses historical data to set volume forecasts to support enterprise goals and communicate any conditions that threaten success.

ESSENTIAL DUTIES:

• All general admin tasks such as setting up, maintaining users, dialer campaigns, inbound campaigns, IVA, WFM, & QA
• Performs Workforce Management reporting, analysis, recommendations, and administrative tasks related to staffing and scheduling functions.
• Monitors enterprise service levels via the Five9 WFM real time adherence applications
• Creates and maintains admin procedure manual
• Solves technical issues. Researches and resolves issues related to customer experience, and/or business processes.
• Identifies issues, develops, coordinates, and implements mitigation strategies to re-balance resources to meet Service Levels
• Reports to appropriate parties.
• Compiles, enters data, and interprets departmental statistical data. Extracts data from WFM to produce ad hoc reports or other required output documents and reviews said documents for content and accuracy.
• Updates information in the WFM scheduling system, performs analysis to determine impact to available resources for the day, strategizes solutions to meet goals, and communicates the situation and actions taken information to key stakeholders
• All other duties as assigned.

REQUIREMENTS:

• High School Diploma or GED – Required Bachelor’s Degree – Preferred
• 3-5 years contact center experience 
• Analytical expertise

PHYSICAL REQUIREMENTS:

• Sitting: Ability to sit for extended periods, typically 6-8 hours a day, while working at a computer station.
• Manual Dexterity: Proficiency in using a keyboard, mouse, and other computer peripherals for data entry and communication purposes.
• Visual Acuity: Ability to view a computer screen for prolonged periods, with good visual acuity to read small print and accurately enter data.
• Hearing: Adequate hearing ability, with or without correction, to understand and respond to customer inquiries via telephone or other audio equipment.
• Repetitive Movements: Regular use of the hands, wrists, and fingers to perform repetitive tasks such as typing and using a mouse.

COMPENSATION:

This is a full-time exempt position with competitive salary.

BENEFITS:

• Medical/Dental/Vision Insurance
• Health Savings Account
• Life Insurance
• 401K Plan
• Paid Holidays
• Competitive PTO schedule that includes vacation, sick, and personal days
• Paid training
• Casual dress code

Due to the high volume of applications we receive, we are unable to respond individually to each applicant. Rest assured, if your qualifications align with our needs, we will reach out to you directly to discuss the next steps. We request that you refrain from making phone calls to inquire about the status of your application. Thank you for your understanding and interest in joining our team.