Workforce Management Administrator I

Date: Sep 7, 2021

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 5666 


Position Summary/Position


The Workforce Management Administrator I reports to the Call Center Manager. The position is responsible for using workforce management tools to accurately schedule staffing, track hours, and volume for all lines of business. Responsible for adjusting historical intraday interval performance spikes and dips, caused by planned or unplanned events and technology outages, to generate accurate forecasts. Is able to use independent judgment and experience to provide solutions.

Major Functions (Duties and Responsibilities)


1. Analyzes and Summarize Workforce Data:
    a. Collect, validate and analyze call center data, to build accurate annual, quarterly, monthly and daily forecasts for staffing, call volume, email, faxes, etc. using valid historical patterns, drivers and events modeling, using workforce management forecasting software, other analytic tools and spreadsheets when appropriate.
    b. Develop center, team and individual productivity reports and validate metrics to ensure staff productivity and occupancy are maintained.
    c. Use real-time management methodologies and techniques to address unplanned workforce changes.
    d. Forecasts for future contact volumes and average handling times to form the basis for agent schedules, vacation plans and long-term strategic plans.
    e. Forecasts for future contact volumes and average handling times to form the basis for agent schedules, vacation plans and long-term strategic plans. Oversee, maintain, and update the workforce management tool with statistical data (i.e. volume distribution, call handle time distribution, abandonment rates, forecasting and scheduling scenarios) to ensure accurate forecasts and administer individual access rights.
2. Provide Workforce Reports and Presentations:
    a. Review actual results against IEHP’s objectives, campaigns and assumptions. Provide regular feedback to Management and chart recommendations and changes required.
    b. Perform actual vs. forecast variance analysis.
    c. Run and prepare executive, management, call center and agent level.
    d. Create a long-term staffing model for capacity planning to determine future growth needs.
    e. Works with peers and leaders across division to meet service level agreements.
    e. Work within an existing high performing team to deliver high quality standard reporting with recommendations.
3. Support and Represent Workforce Team:
    a. Serve as the workforce management subject matter expert for other departments, internal customers and workforce management team members.
    b. Maintenance of workforce management tool which includes staff and forecasting alignment, vacancy management, and interactions between system and service center representatives.
    c. Responsible for learning related company technology used in call center, at level required of position, including Telephone/ACD system, CRM, and other operating systems.
    d. Report on Call Metrics (Average Speed of Answer, Average Handle Time, First Call Resolution, Top Level Quality, etc)
    e. Liaison with other departments and business users as required including IT department to gather business and technical requirements and to facilitate requests and technical or procedural changes as needed

Supervisory Responsibilities

Leading: Self

Experience Qualifications


Minimum 2-3 years’ experience with workforce and forecasting analysis of utilizing industry software. Experience in a multi-skill, multi-site call/contact center operation is required. Experience with databases and/or data manipulation.

Preferred Experience


Experience with call center technology including IVR, CTI, Call Recording and Call Routing preferred. Experience with MS Access and other MS Office applications desired.

Education Qualifications


Bachelor’s degree in Business Management from an accredited institution required.


Significant call center related experience may be considered in lieu of degree: In lieu of a degree, a minimum of 6+ years of relevant work experience is required.

Drivers License Required


Knowledge Requirement


Familiarity with call center metrics and terminology. Understand details and operational realities.

Skills Requirement


Highly proficient in the use of MS Excel. Highly organized with demonstrated organizational, analytical, and trouble-shooting skills. Must be highly self-motivated. Strong analytical, problem resolution skills. Strong communication skills, both written and oral.

Abilities Requirement


Multi-task-oriented team member with ability to manage tasks to completion within established timeframes. High degree of accuracy and ability to check one’s own work. Solid initiative, driven self-starter; able to work independently and manage results. Collaborative and with the ability to work on cross-functional teams effectively. Positive attitude, flexibility and ability to work within tight time constraints or various schedules as needed. Ability to differentiate between important and urgent deliverable, requests and issues. Strong attention to detail, process, deadlines and quality results preferred.

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions


Word Processing involving computer keyboard and screens, filing and copying of records and correspondence.


Starting Salary: $57,948.80  - $73,860.80  

Pay rate will commensurate with experience


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 6,000 and a team of more than 2,000 employees, IEHP provides quality, accessible healthcare services to more than 1.2 million members. And our mission and core values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and Make a Difference with us! IEHP offers a Competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and retirement plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles