**Job Summary and Responsibilities**

As our Contact Center Workforce Management Specialist, you will be pivotal in optimizing our contact center operations by strategically balancing staffing levels with forecasted customer demand, ensuring exceptional service delivery and operational efficiency.

Every day you will analyze historical data, develop accurate forecasts for call, chat, and email volume, create agent schedules, and monitor real-time adherence to ensure service level agreements are met.

To be successful in this role, you will possess strong analytical and forecasting skills, a meticulous attention to detail, and a deep understanding of contact center dynamics and key performance indicators.

As a remote employee, we will provide you with the equipment needed to work from home, including a laptop, docking station, dual monitors, and accessories.

+ Effectively monitors real time reporting to ensure the best patient access possible is...