Job Description

• Monitor agent schedule adherence using real-time adherence and WFM software.
• Call out non-adherent events to Operations through phone, email and chat.
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, etc.
• Identify service level risks intraday, and partner with Call Center team to create a plan of action to correct.
• Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines.
• Inform Operations management so decisions can be made regarding off-phone activities with up-to-the-minute daily statistics.
• Make schedule updates and optimize scheduled activities.

QUALIFICATIONS

• Minimum one year experience in a call center environment.
• One year prior experience working with workforce management technologies, ACD and real time monitoring.
• Basic knowledge of agent skilling a plus.
• Strong analytical skills required.
• Proficiency in Microsoft Office Applications including Word and Excel and other relevant software.
• Ability to communicate tactfully, verbally and in writing with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions

EDUCATION

• Completion of high school or basic education equivalency required.
• Two years college or more preferred.

SPECIAL INSTRUCTIONS TO CANDIDATES

• EOE/AA M/F/D/V

VITAS® Healthcare is the nation’s leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth. As a member of the VITAS team, you’ll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission.

All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heard—find your purpose at VITAS today.

Benefits Include:

- Competitive compensation
- Health, dental, vision, life and disability insurance
- Pre-tax healthcare and dependent care flexible spending accounts
- Life insurance
- 401(k) plan with numerous investment options and generous company match
- Cancer and/or critical illness benefit
- Tuition Reimbursement
- Paid Time Off
- Employee Assistance Program
- Legal Insurance
- Roadside Assistance
- Affinity Program

Many of our positions offer the opportunity to work day or night shifts, weekdays or weekends.

Choose a Career with VITAS