Senior Workforce Management Professional (Call Center Forecasting)

Location: Remote nationwide within the United States; occasional travel to hirify.global offices for training or meetings may be required.

Salary: $71,100–$97,800 per year, plus eligibility for a bonus incentive plan.

Company

hirify.global is a U.S. healthcare and insurance company serving Medicare, Medicaid, individual, family, military, and community populations through hirify.global and CenterWell services.

What you will do

• Develop and maintain forecasting models for call volume, average handle time, shrinkage, and staffing requirements.
• Determine yearly, monthly, daily, and intraday staffing needs using contact center statistics, marketing campaigns, system events, and other operational data.
• Align call demand with agent supply to support service levels, utilization, and budget objectives.
• Collaborate with workforce management teams, contact center leaders, marketing, human resources, finance, IT, and outsourcing partners.
• Provide forecasts, reporting, and methodology feedback to improve workforce planning accuracy.
• Run workforce simulations and maintain Aspect and Genesys workforce management software.

Requirements

• 5+ years of workforce management experience.
• 2+ years of call center forecasting experience.
• Experience with workforce management software such as Aspect, NICE, IEX, or Genesys.
• Comprehensive knowledge of Microsoft Word, Excel, and PowerPoint.
• Strong written and oral communication, analytical, critical-thinking, and problem-solving skills.
• Ability to work remotely from anywhere in the United States and maintain a dedicated workspace protecting member PHI and HIPAA information.

Nice to have

• Back-office forecasting experience.
• Process or project management experience.

Culture & Benefits

• Remote work with a 40-hour scheduled work week.
• Home internet of at least 25 Mbps download and 10 Mbps upload is required.
• Medical, dental, and vision benefits.
• 401(k) retirement savings plan, paid time off, company and personal holidays, and paid parental and caregiver leave.
• Short- and long-term disability coverage, life insurance, and additional well-being benefits.