Job Description

This role is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering intraday management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how staffing and skilling requirements translate to the creation of optimal schedules and intraday management to support multi-department contact center operations. The ability to make quick data-driven solutions to constantly changing environments will be crucial to the success of this role.

• Provide real-time monitoring via available tools (CXone, IEX , etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
• Maintain constant communication with Operations teams and vendors to coordinate needed staffing adjustments based on current and forecasted results.
• Evaluates staff schedules and ensures data updates into scheduling system for the current week.
• Provide daily/intra-day performance reports to leadership.
• Compares results to forecast and identify opportunities for improvement.
• Maintains ACD skilling and prioritization and volume balancing across all contact center resources
• Generate ad-hoc reports as needed
• Manages current week time off administration
• Gathers, analyzes and summarizes data from multiple sources in support of disseminating meaningful workforce data and metrics.
• Administers overtime and voluntary time off opportunities to support service goals and optimize financial outcomes.
• Mentor and train current and new team members
• Develop processes to enhance the overall efficiency of the department
• Responds to tickets/issues in a timely manner outlined by internal service level thresholds
• Other duties as assigned.

Qualifications

Education & Experience:

• 3-5 years of experience in Call Center Workforce Management
• Bachelor's Degree in Business, Finance or related preferred

Skills & Abilities:

• Prior call center experience required.
• Proficient with Microsoft Office suite of products
• Experience with Workforce Management Systems preferred
• Comfortable learning new systems
• Excellent oral and written communication skills.
• Problem solving skills.
• Attention to detail and accuracy.
• Strong organizational skills
• Analytical skills
• Ability to successfully multitask and prioritize tasks.

Other Requirements:

• Infrequent travel under 10% annually
• Occasionally lifts up to 25 pounds
• Ability to work overtime
• Prolonged periods of sitting at a desk and working on a computer

Join Us!

Take the next step in your journey at Inspira Financial. Guided by our mission to enable better health and greater wealth, we help businesses and individuals thrive today, tomorrow, and into retirement by strengthening and simplifying the health and wealth journey.

Serving more than 7 million clients and representing over $62 billion in assets, Inspira partners with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners to help the people they support plan, save, and invest for a brighter future. Through solutions including automatic rollover services, health savings accounts, emergency savings, and custody services, Inspira is focused on delivering better outcomes for all. Learn more at inspirafinancial.com.

Our values shape how we show up every day. We Lead with Heart by acting with compassion, empathy, and doing what's right; Cultivate Trust through integrity, transparency, and accountability; Aim Higher by never settling for what's expected and continually raising the standard; and Win Together by collaborating inclusively to achieve the best outcomes.

Our growth and culture haven't gone unnoticed -- we've been recognized on Crain's Fast 50 and Inc. 5000 for remarkable growth, and named to Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer for our workplace culture and benefits.

Don't meet every single requirement? That's okay. We know growth comes from people who are willing to learn and challenge themselves, not just check every box. If you're energized and inspired by meaningful work, continuous development, and being part of a team that turns collective effort into real impact, we want to hear from you. We look forward to receiving your application.

Our office locations are designed to bring people together, foster collaboration, and build meaningful connections. While some roles are based at one of our office locations, remote status and role locations are subject to change, and relocation is not provided.

Pay Range

$24.90/hr-$30.00/hr

Compensation & Benefits

The compensation for this position will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive and bonus opportunities.

Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.