Posted On:                         2-19-2016
Position Title:                   Workforce Optimization Specialist
Job Location:                     Clearwater, FL
Apply Online:          

Job Summary

The Workforce Optimization Specialist is responsible for analyzing, developing and coordinating workforce management and quality assurance processes across BayCare’s multiple customer-facing Contact Centers by making recommendations on the most effective use of resources and optimization of BayCare contact center workforce optimization technology.

Also responsible for performance reporting, complex data analysis, and developing and managing executive level reports that impact the customer’s experience and improved business results.

Required Specific Skills:

  • Strong analytical skills
  • Advanced knowledge and use of MS Office tools including Excel, PowerPoint, and Visio
  • Excellent verbal and written communications skills
  • Ability to interact with team members and management at all levels
  • Self-motivated
  • Independent worker with experience in handling high volume, multi-center work load
  • Advanced knowledge of operations support area such as scheduling, staffing, planning, and administration

Required Education:

  • Required – High School Diploma of Equivalent
  • Preferred – Bachelor’s Degree

Required Experience:

  • Four plus (4+) years contact center planning experience
  • Two plus (2+) years of statistical modeling experience including speech analytics;
  • Two plus (2+) years using WFO technology (Workforce Management, QA, Performance Management and Speech Analytics)

Preferred Experience:

  • NICE Call recording

Required Soft Skills:

  • Written and verbal communication skills
  • Analytical Skills
  • Work with a team
  • Work with diverse personalities and interact with all levels of the organization
  • Work independently
  • Detail oriented
  • Multi-tasking skills

Job Specific Functions:

  • Administrative Support – Provides administrative support to Contact Centers for NICE WFO application suite including NICE WFM, Engage, Performance Management Module (PMM), and Interaction Analytics (IA)
  • Analysis and Reporting – Analyzes, develops and presents staffing schedules and recommending effective use of resources (including best times for breaks, lunches, training, meetings, etc.) to address issues specific to each contact center
  • Coordination– Coordinates with enterprise partners to obtain forecast planning information; share results of forecast against actual to drive “future event” forecast accuracy
  • Coordination– Coordinates with IT in updating and maintaining workforce optimization system; provide tier-one support for WFO applications
  • Departmental Operations – Facilitates Team Member access to WFO systems
  • Departmental Operations– Maintains current knowledge of call types, call flow processes, including Skills, VDNs to ensure forecast accuracy
  • Departmental Operations– Maintains databases tracking headcount, FTE & related data
  • Departmental Operations- Monitors results of forecast in real time and post execution to track performance and determine forecast success against goals & predicted performance
  • Departmental Operations– Monitors staffing in all business lines to the plan, communicating deviations to the Contact Center Leaders
  • Departmental Operations– Provides secondary support to real time performance observation
  • Departmental Operations- Supports and collaborates with Contact Centers to improve workforce management and performance processes
  • Departmental Operations- Supports Contact Centers to develop and carry out Quality Plans by assisting in plan design, evaluation form design, definitions, monitoring, evaluation and reporting processes
  • Departmental Operations– Updates forecast inputs based on feedback from forecast leadership; provide analysis on staffing trends and opportunities to meet and/or maintain staffing goals
  • Policies and Procedures – Ensures accurate, organized documentation of WFM and Quality policies and procedures


For immediate consideration please submit your resume to:

  • Ryan Platt, BayCare Recruiter


Or Apply Online at