Workforce Specialist II - Monday-Friday 8:30am - 5:00pm

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Position Overview

The Workforce Specialist II is responsible for administrative workforce duties. This position will assist in creating and maintaining workforce management policies and procedures and will partner with the Customer Care Center leadership to determine the most effective method of communicating changes to all associates. This position ensures that the Customer Care Center teams have the right number of skilled associates in the right place at the right time to handle an accurately forecasted workload at the desired service level and response time goals. This position communicates real time and historical workforce performance results to the Customer Care Center teams. This position will partner with Workforce Management leadership to provide information to Customer Care Center leadership on associates about appropriate work statuses and behavior documented in order to achieve our goals. This position will require real time monitoring of call queues, responding to email inquiries received from patients, and maintaining a call volume balance with calls arriving in the center, as well as the automated outbound calling application. If workload warrants, this position may support other functions of the Customer Care Center.

Essential Duties

include but are not limited to the following:

• Utilizes workforce management tools for scheduling, tracking, monitoring, and reporting of potential workforce issues; including, but not limited to, attendance, schedule adherence, personal/wrap time, and service level and response time achievement.
• Utilizes workforce management software to generate new schedule and break sets as necessary for new hires; activate and organize all new hire information.
• Monitors and reports on all real-time and intra-day activities to ensure operational goals are met.
• Throttles the automated outbound calling application to ensure outbound calls are attempted in a timely manner, while still maintaining service level.
• Responds within a timely matter to patient email inquiries received.
• Ensures all required workforce management data is tracked and trended on a continuous basis.
• Ensures compliance with all Company quality procedures and guidelines; including, but not limited to, Quality Policy and Code of Business Conduct and Ethics.
• Stays current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.)
• Reports to work on time and follows attendance guidelines.
• Conducts all assigned job duties in a timely and productive manner.
• Performs all job duties according to Customer Care Center policies and procedures.
• Assists with forecasting for staffing needs in relation to space and associate matters.
• Documents and maintains workforce management policies and procedures and partners with the Contact Center leader in charge of workforce administration to communicate information as appropriate.
• Offers advice and guidance to members of the contact center as a first line of contact, (e.g., scheduling and absentee information and training for CCA/CCS associates).
• Monitors the workforce management mailbox and report and seeks advice from leadership when necessary for decision making.
• Completes necessary absentee paperwork.
• Works with workforce leader and/or Contact Center Supervisor to approve work exceptions, and PTO time according to preset guidelines.
• Assists with special projects as needed.
• Excellent verbal and written English communication skills.
• Excellent presentation and persuasive skills.
• Excellent quantitative and analytical skills.
• Ability to organize work, set priorities, and work effectively in a diverse environment.
• Disciplined, self-motivated, and reliable.
• Ability to stay focused on a task and work independently.
• Motivated to perform quality work.
• Diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Conducts self in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients, and associates.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 50% of a typical working day.
• Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 3+ years of experience in a fast-paced contact center and/or customer service roles or 1+ years of Workforce Management experience.
• Proficient in Microsoft Office.
• Must be 18 years of age or older.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• 3+ years of progressive experience in contact center workforce management.
• Previous work in a contact center within the healthcare field.
• Previous work in a laboratory environment.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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