Workforce Management Specialist 

Founded in 2006, HealthPlanOne (HPONE) is the nation's leading Internet marketing and member acquisition company serving the healthcare and insurance industries. HPONE operates two of the leading online health insurance marketplaces: HealthPlanOne.com for individual and family policies and MedicareSolutions.com for Medicare Advantage and Medicare Supplement policies. In addition to serving consumers directly, HPONE also supplies high-quality leads, industry-leading prospect development technology, and complete member acquisition solutions to health insurance carriers and brokers. We are currently recruiting for a Workforce Management Specialist.  Visit us online at: www.hpone.com for additional opportunities.


Workforce Management Specialist Principal Duties and Responsibilities:

• Efficiently manage call volume and labor resources for our inbound, outbound and work flow, while maintaining and exceed goals and expectations.
• Identify Triggers; coordinate with operations and initiating contingency plans for unusual volume or agent availability situations.
• Provides essential input to Business Analyst so that staffing plans are based on analysis of historical performance and real time data.
• Monitors adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to Operations Managers if necessary.
• Manage the PTO and overtime process.
• Design and prepare reports to meet internal and client requirements. Interface with Operations Management to resolve conflicts between agent requests and/or needs of the business, making significant schedule changes when necessary.
• Management of various workforce management systems, such as Verint scheduling software and CMS.
• Familiarity with forecast and scheduling concepts an asset.

 
Key Competencies

• Executes for Results: Effectively leverages resources to create exceptional outcomes, embraces change, and constructively resolves barriers and constraints.
• Interpersonal Effectiveness: Understands oneself, effectively manages emotions, listens and communicates with respect, and builds trusting relationships.
• Customer Focus: Connects meaningfully with customers to build emotional engagement and customer advocacy. Simplifies complexity and integrates internal efforts to deliver an optimal customer experience.
• Collaborates: Engages others by gathering multiple views and being open to diverse perspectives, focusing on a shared purpose that puts the Company's overall success first.

 
Qualifications
Role Essentials Candidates for this position must have the following skills:

• Intermediate to Advanced proficiency with Microsoft Excel and PowerPoint.
• Experience in data analysis.
• Excellent communication skills both written and verbal.
• Excellent time management skills.
• A positive proactive attitude energetic highly motivated and a self-starter.
• Strong ability to multi-task.

 
· Role Desirables
Verint and CMS experience preferred.
 
 
Equal opportunity:
HPONE is an equal opportunity employer, committed to employment equity throughout all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We welcome and encourage diversity in the workplace.  HPONE requires the necessary drug testing and background checks to maintain a safe, drug-free work environment.