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Sales & Operations Planning Specialist
The Sales & Operations Planning Specialist is an integral member of the sales center team by ensuring that company telephonic goals are met. This position’s primary area of responsibility encompasses monitoring telephone delivery and the ability of the center to answer them in a timely fashion. Additional responsibilities include using the workforce optimization tool to create and modify agent schedules, some Excel based reporting distribution, and ensuring our agents are set up with the correct skills to service the assigned calls.
What you will do:
- Monitor agent working shifts as assigned and as expected, reporting areas of opportunity to management
- Run and post daily call center reports
- Process real-time exception requests and update the Workforce Management system
- Aggressively monitor the service level of each queue and reallocate resources as needed
- Evaluate and respond to agent PTO requests
- Outbound dialer maintenance tasks including adding files, processing Do Not Call requests and reporting
- Investigate and resolve user questions regarding schedules and adjustments
- Respond to and track overtime requests
- Assist Senior S&OP Analysts with planning short- and long-term scheduling needs, based on business requirements, and placing activities on agent schedules
- Monitor attendance and update schedules accordingly
- Analyze and adapt to intraday volume shifts and identify root cause
Basic Qualifications:
- 3+ years’ experience in a call center environment
- 1+ years’ Workforce Management experience
Preferred Qualifications:
- 6-months experience with NICE Workforce Optimization WFM Tool, IEX
- Experience and understanding of call center dynamics, including staffing, queues, and performance measurements
- Ability to analyze call center statistical data
- Initiative and willingness to take independent action where appropriate
- Excellent written and oral communication skills
- Hands-on working knowledge of Workforce Management systems (NICE, Calabrio, Aspect eWorkforce, etc.)
- Proficiency with Microsoft Office, especially focused in Excel
- Ability to work as part of a team and as an individual contributor, with proper training, making proper decisions based on business need with or without feedback from senior members of the team
- Strong interpersonal skills
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eHealth is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, national origin, age, marital status, sexual orientation, genetic information, disability, protected veteran status, or any other consideration made unlawful by applicable federal, state or local laws. The foundation of these policies is our commitment to treat everyone fairly and equally and to have a bias-free work environment.
If you are interested in applying for employment with eHealth and need special assistance or an accommodation to apply for a posted position contact us at:
accommodations@ehealthinsurance.com
.
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