Workforce Management Intraday Specialist

Date: Apr 26, 2022

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 6189 


Position Summary/Position


The WFM Intraday Specialist is responsible for the execution and call center adherence monitoring for schedules published by the Workforce Management Forecast/Scheduling Administrator. Responsible for meetings business service level metrics and optimizing agent resources to meet the call arrival patterns for each scheduled interval. Responsible for communication of intraday performance trends, barriers and risks impacting the call center’s ability to meet the service level goals. Responsible for reallocation of agent resources based on current intraday interval performance spikes and dips, caused by planned or unplanned events and technology outages. Monitor adherence activities to provide call center management with data to support coaching when needed and ensure adjustments are made when applicable to protect the integrity of Adherence data reporting and agent occupancy. Monitors queue activity and agent state durations to optimize agent resources to proactively communicate to call center management when areas of opportunity are identified. Independent judgment skills to identify and communicate solutions for trends/barriers identified.

Major Functions (Duties and Responsibilities)


1. Analyze ACD and workforce management software to monitor call center performance and review actual results against IEHP’s objectives, campaigns and assumptions for call center and agent level performance indicators. Provide regular feedback to Management and chart recommendations and changes required. Perform actual vs. forecast variance analysis.
2. Intraday management to optimize agent resource allocation.
3. Manage Adherence activities, exceptions and alerts.
4. Serve as the workforce management subject matter expert for other departments, internal customers and workforce management team members. Assist with training of team members on Workforce Management policies and procedures.
5. Attend meetings to review performance metrics for prior and current performance.
6. Real-time management of agent state reports.
7. Management of agent call-ins.
8. Real-time management of queue activity to manage optimal service level results.
9. Real-time management of agent skilling activity and adjust as deemed appropriate to achieve service level goals.
10. Intraday management of requests for scheduled activities (Meetings, Trainings, Outbound Campaigns, Coaching, etc).
11. Provide support for other Workforce Management team members when business conditions require or as directed by Manager.
12. Identification and communication of intraday risks to Call Center Systems Manager and WFM team.
13. Responsible for learning related company technology used in call center, at level required of position, including Telephone/ACD system, CRM, and other operating systems.
14. Management of the non-phone related activities (Time Off, Meetings, Training, etc).

Supervisory Responsibilities

Leading: Self

Experience Qualifications


1 year of previous experience with workforce and ACD intraday management. Familiarity with call center metrics and terminology. 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 other MS Office applications is desired.

Education Qualifications


High School Diploma or GED required.

Preferred Education


Bachelor’s degree from an accredited institution preferred.  

Drivers License Required


Skills Requirement


Highly proficient in the use of MS Excel, Word, and PowerPoint. Demonstrated organizational, analytical, communication and trouble-shooting skills.

Abilities Requirement


Must be highly self-motivated, multi-task oriented team member with ability to manage tasks to completion within established timeframes. Highly organized. High degree of accuracy and ability to check one’s own work.

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: $51,834.43 - $64,015.52

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