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Fallon Health Workforce Management Intraday Specialist in Worcester, Massachusetts


About Fallon Health

Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is accredited by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit fallonhealth.org.

Brief Summary of Purpose

The Customer Service Workforce Intraday Specialist is responsible for real-time and/or intraday management of resources to ensure consistency in Service Level performance within the Fallon Health Call Center.

This position is accountable for:

  • Making complex decisions while assessing risks that can impact level of service we provide

  • Work with members of the management team to ensure meetings and trainings are scheduled, but still maintaining an acceptable service level

  • Re-prioritizing daily tasks due to immediate actions that must be taken to ensure acceptable levels.

  • Good organizational skills and attention to detail are essential.

  • Must have strong analytical skills

  • Adept at data collection, summarization and analysis of metrics

  • Should have excellent problem solving and negotiation skills.

The Intraday Specialist partners with Call Center management to develop strategic and tactical approaches and action plans that result in a superior customer service experience.


This position is accountable for:

  • Responsible for real-time monitoring, queue management and schedule adherence

  • Actively manage volumes to ensure optimal staffing levels

  • Facilitate agent skill assignment and monitor real‐time ACD agent work state reports

  • Monitor real-time adherence and provide weekly/monthly adherence adjustments and reporting

  • Fill overtime and under time staffing levels within the daily schedule to align with forecast

  • Coordinate with training for scheduling training opportunities during business hours

  • Responsible for the completeness and accuracy of call center rep information housed in WFM tool

  • Attend to email inquiries, schedule adjustment requests and ad hoc tasks

  • Responsible for Weekly/monthly attendance reporting

  • First point of contact for WFM regarding system-related issues that impact production. Track and report issues and resolution

  • Create accurate and timely reports that reflect the centers performance related to the WFM tool

  • Participate in activities, including Ad hoc tasks designed to improve customer satisfaction and business performance

  • Advises hiring needs and business decisions based on forecasts and results.

  • Develops and maintains historical data (e.g. absenteeism, attrition, management investment, call volume, productivity, service levelperformance, and staffing adherence etc…)

  • Benchmarks other call centers for service level targets, technology, and call routing processes.



Associates degree preferred or equivalent business experience


  • Experience: 2+ years experience in a call center environment in a supervisory, resource management, scheduling, and/or workforce planning capacity.

  • Proficiency with call center workforce management software preferred, experience with Hi-Path, Verint, and skill-based routing strongly preferred.

  • In-depth knowledge of MS Excel and Access and other windows based programs used to warehouse, track, and analyze data.

  • Proven work-related analytical skills.

  • Strong verbal and written communication skills.

Fallon Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Location US-MA-Worcester

Posted Date 1 month ago (12/15/2020 11:13 AM)

Job ID 6170

# Positions 1

Category Customer Service