Inspira Financial Trust, LLC
Oak Brook, IL
This role is responsible for create and monitor workforce management forecasts, queue staffing schedules and accompanying adherence to achieve service level agreements. In addition, the Quality Specialist provides quality control monitoring, staff training, and works on a variety of assigned projects. The ideal incumbent will have strong computer aptitude, be detail oriented and demonstrate strong analytical skills. They must be able to trend and work collaboratively with other areas for process improvements and proposed changes to current processes. • Create active forecasts required for proper call center scheduling. • Generate workforce schedules based on forecasted call volume. • Analyze trends to adjust schedules and forecasts accordingly. • Work with staff to administer time off, training and meeting requests. • Work with supervisors to ensure agent adherence to schedules. • Update skills, contact types, management units and corresponding assignments as necessary using...