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Workforce Management Specialist - (Philadelphia, PA) - Oct/Nov 2017

at logisticare

Posted: 10/24/2017
Job Reference #: 5000265869606

Job Description

Job Title

Workforce Management Specialist - (Philadelphia, PA) - Oct/Nov 2017

Requisition Number


Job Description

The ACD Monitor/Resource Management Specialist will work side-by-side with the Leadership Team for each book of business to control and maintain optimal daily and monthly performance. Work schedule to be determined based on business needs. We are a 24/7, 365 days a year, inbound call center. Candidates must be available to work holidays and occasional weekend work may be required.


  • Intraday business review (Account ASA's, Employee Schedule and Policy Adherence)
  • Intraday Notifications
  • Operations Floor Single Point of Contact (For all books of business)
  • Other duties as assigned


Availability, Adherence to policy, Creativity, Dependability, Independence and Initiative:

  • Oversee queue performance in real time
  • Once schedules have been set, monitors adherence
  • Provide visibility to management that includes measurable results of each queue- ports to management reasons for volume fluctuations including policy violation
  • Oversee Performance Metrics for all books of business:

*ASA, Average Talk Time, & all performance related Key Performance Indicators
*Exercise and demonstrate effective communication (written, verbal, and listening)
*Understand and demonstrate a diligent work ethic

Working Relationships, Knowledge of Job, Productivity and Quality:

  • Queue Monitoring
  • Queue Administration (level Changes)
  • Distribute Performance Highlights Notifications
  • Schedule Adherence Monitoring
  • Monitor break and lunch times
  • Compare Actual Staffing Levels Against Forecasted Call Volume
  • Real time staff adjustments (Offer VTO and Overtime when necessary)
  • Off Phone Activity Management (Meetings, Coaching, Floor walking)



  • Qualified candidates must have a High School Degree or GED
  • Requires 2-5 years customer service experience to include 1+ years lead or supervisory experience and at least 2+ years call center experience


  • Decision making skills
  • Excellent organizational and prioritization skills to meet multiple priorities
  • Strong customer service skills; ability to manage customer expectations
  • Strong written, oral, and listening communication skills
  • Excellent written and verbal communication skills
  • Must be able to develop and implement action plans to address issues
  • Must be solutions oriented; creative innovative thinker
  • High energy, self-motivated, analytical with excellent communication and problem solving skills
  • Must be proficient in the use of Windows Office Suite

Environmental & Working Conditions:

  • Entire work time is conducted in an office setting
  • Operations is 24/7/365

Physical and Mental Requirements:

  • Ability to follow directions and catch on quickly
  • Flexibility with work schedule is imperative

LogistiCare is an Equal Opportunity Employer.

Work Location(s)

520 N Delaware Ave, Philadelphia, Pennsylvania 19123

Full-Time/Part Time