IEX Specialist
The IEX Specialist will be responsible for managing real-time, intraday schedule compliance processes in order to achieve business service level objects, maximize efficiency, and optimize occupancy of the GoHealth Call Center. The ideal IEX Specialist candidate will be passionate about workforce management, contributing to a team goal, of achieving ticket responses and resolution times. They will prepare the call center agents for selling, by ensuring that each agent has the proper WFM tools.
Responsibilities
- Assist with the creation of schedules to forecast for all Call Center campaigns
- Assist with the assignment of schedules to agents and off phone activities (such as optimization of meetings, lunch breaks, training, etc.)
- Assist with the optimization of schedules, as well as make recommendations for improvement
- Monitor real-time adherence to schedules for call center agents by interacting with the agents, team leader, managers, and program managers
- Make recommendations to Workforce Optimization Manager to improve the efficiency and optimization of the schedules or call volume trends
- Communicate identified intraday risks to Workforce Optimization Manager
- Stay current on internal policies and procedures
- Administration of intraday schedule changes received via tickets
- Manage daily agent attendance callouts by recording in IEX and communicating to Call Center Leadership
- Perform other duties and assignments as directed
- Minimum two years of solid call center operations experience, or one year of workforce management experience
- Proficiency in Workforce Management (WFM) software, IEX experience
- Strong Microsoft Office skills required
- Accountability is key, we need this individual to take full responsibility for their contributions to the business and for the quality of their work product
- Must be customer service oriented, understanding that he/she has internal and external customers that he/she will be providing services to and information for
- Identify needs and take action before being asked, taking initiative and provide proposals to leadership on possible solutions
- Ability to multitask, planning and prioritizing work to manage time effectively and meet deadlines
- Keen eye for detail, pursues quality while accomplishing tasks, and diligently attends to data integrity
- Quick to adapt in an ever-changing environment
- Cooperative individual who commits to team deliverables
- Excellent written and verbal communication skills, and ability to use them to present findings and translate data in to understandable documents/presentations