Let’s do great things, together!
Founded in Oregon in 1955, Moda is proud to be a company of real people committed to quality. Today, like then, we’re focused on building a better future for healthcare. That starts by offering outstanding coverage to our members, compassionate support to our community and comprehensive benefits to our employees. It keeps going by connecting with neighbors to create healthy spaces and places, together.
Supports Contact Center staff to achieve operational and service delivery goals as they relate to the WFM System. Responsible for daily workforce planning, scheduling, and performance/trend reporting.This position is currently a full-time work from home PST position for residents of OR or WA.
Follow the link below and complete an application for this position.
- https://j.brt.mv/ATS/jb.do?reqGK=27697823
Benefits:
- Medical, Dental, Vision, Pharmacy, Life, & Disability
- 401K- Matching
- FSA
- Employee Assistance Program
- PTO and Company Paid Holidays
- PST
Required Skills, Experience & Education:
- High school diploma or equivalent
- 1 year experience in contact center and WFM support background preferred
- Ability to communicate effectively, both written and verbally required
- Proficiency in MS Word and Excel required
- Excellent math skills required
- Basic understanding of Call Center Management Systems (WFM and ACD) preferred
- Ability to solve problems quickly
- Ability to maintain confidentiality required
- Must always project a professional business image
- Strong analytical, organizational, and detail orientation skills required
- Ability to multi-task and work well under pressure
- Regular and punctual attendance required
- Must be willing to work OT occasionally if necessary
- Must be self-motivated
- Must work effectively with minimal supervision
- Experience conducting data analysis and ad-hoc reporting preferred
- Must show ability to learn new applications, tools, and processes
- Retrieve and record CS absences and schedule changes and notify stakeholders as appropriate.
- Create schedule assignments for Customer Service Agents.
- Adjust schedules daily due to unplanned absences and anticipated service demand.
- Monitor real-time schedule adherence and notify leadership of anomalies as appropriate.
- Ensure WFM Schedule simulations are completed multiple times each day.
- Grant WFM permissions as appropriate for new hires.
- Train new hires on schedule process and Agent Web Station usage.
- Act as primary support for Contact Center WFM System.
- Resolve WFM related inquiries and escalations from internal customers.
- Proactively recommend scheduling of discretionary activities such as training, meetings, etc.
- Proactively recommend overtime or changes to schedules to ensure appropriate staffing.
- Create and update documentation and resource materials as needed.
- Disseminate reports and information to stakeholders as appropriate.
- Perform other duties as assigned.
Together, we can be more. We can be better.
Moda Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual orientation, national origin, marital status, disability, veteran status or any other status protected by law.
For more information regarding accommodations please direct your questions to Kristy Nehler and Daniel McGinnis via our humanresources@modahealth.com email.
