updated 13 days ago
CS Workforce Specialist II
Vacancy from Hirify Global, list of international tech companiesPlus is required to make matches and apply
Match & Cover letter
Plus required for matching with this vacancy
Job description
Text:
TL;DR
CS Workforce Specialist II (Workforce Management): Supporting multi-site pharmacy contact center operations through queue management, real-time analysis, staffing schedules, and service-level performance reporting with an accent on forecasting, resource efficiency, and operational coordination. Focus on producing volume forecasts, adjusting staffing in real time, evaluating schedules, and identifying performance improvement opportunities.
Location: Hybrid position based at either Pittston, Pennsylvania, or Louisville, Kentucky
Company
operates an e-commerce retail business and pet pharmacy in the United States.
What you will do
- Monitor queues and performance in real time, making intraday staffing adjustments to improve resource efficiency and achieve service-level goals.
- Supervise queues, schedule staffing, plan seating capacity, and communicate overtime and time-off needs.
- Produce daily, weekly, monthly, and annual call-volume forecasts for a multi-site operation.
- Generate, evaluate, and update staffing schedules in workforce management systems.
- Track operational metrics, compare results with forecasts, and prepare performance reports for leadership.
- Partner with Pharmacy Operations, Workforce Management, Capacity Planning, Human Resources, and Operations Leadership.
Requirements
- At least 1 year of workforce management experience, specifically in real-time management and/or scheduling.
- Experience in a multi-department or multi-site contact center environment.
- Strong ability to manipulate data and create reports, visualizations, and presentations from scratch.
- Excellent knowledge of Excel and other Windows-based programs, including Word and PowerPoint.
- Understanding of contact center operations across phone, email, chat, back-office work items, and social media support.
Nice to have
- Working knowledge of WFM platforms such as NICE IEX, Calabrio, or Verint, including real-time adherence functionality.
Culture & Benefits
- Climate-controlled work environment.
- Employee discount program at .
- Team-building events and company-sponsored luncheons.
- Career growth and promotion opportunities.
- Insurance eligibility beginning on the first day of the month.
- Safety, health, and culture are prioritized across Pharmacy roles and locations.
Be careful: if the employer asks you to log into their system using iCloud/Google, send codes/passwords, or run code/software, don't do it - these are scammers. Always click "Report" or contact support. More in guide →