Workforce and Reporting Specialist

Company: Southern Scripts
Location: Dallas
Posted on: May 7, 2025

Job Description:

Workforce and Reporting SpecialistRole and ResponsibilitiesThe Workforce and Reporting Specialist role is a hybrid role responsible for Contact Center technical support, reporting and analysis, and workforce such as staffing, attendance, and intra-day queue management. This role will have access to sensitive information; therefore, confidentiality will be required. As a first-line contact for most contact center technology issues, this role will triage and resolve most situations or determine if it needs to be referred to IT. This role will be responsible for ensuring new hire access is setup, assisting with onboarding day one, and setting up phone system access and appropriate skills. This position is critical to Liviniti's continuous efforts to provide superior customer service by making sure all staffing models are updated, schedules adjusted, technology issues resolved efficiently, and data is provided to the supervisors promptly for coaching and counseling. The Workforce and Reporting Specialist will work closely with the Contact Center Leadership team to identify trends for coaching, training, counseling and/or process improvements. Additional Workforce and Reporting Specialist responsibilities include, but are not limited to:

• Provide front-line tech support for the call center.
• Assist with onboarding new agents before training begins.
• Develop new and manage existing call center reports.
• Develop KPI reports at agent, supervisor, and entire center levels and provide to leadership for review.
• Develop and maintain attendance tracking.
• Identify and bring trends or issues to leadership attention.
• Use current staffing models to make schedule adjustments when the call volume fluctuates. Adjust staffing to ensure KPIs are met for covering absences.
• Recruit, track and manage overtime (OT) as needed. As well as real time management of call volume to include break/lunch adjustments and reductions in scheduled OT.
• Create and ensure compliance with modified milestones for training graduation in accordance with speed to proficiency. Track and monitor progress from 1-90 days.
• Ensure trend reports are provided for identifying areas where additional training or coaching may be needed.
• Manage capacity planning meetings to ensure staffing is in line for upcoming projections as well as discuss root cause and action plan for any previous misses.
• Abide by all obligations under HIPAA related to Protected Health Information (PHI).
• If a HIPAA violation is discovered, whether individually or by another, you must report the violation to the Compliance Officer and/or Human Resources.
• Attend, complete, and demonstrate competency in all required HIPAA Training offered by the company.
• Flexibility to understand, appreciate and embrace that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.
• Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. Required Skills and Competencies
  • Customer Service.
  • Problem Solving/Analysis.
  • Critical Thinking.
  • Time Management.
  • Communication.
  • Objectivity.
  • Technical Expertise.
  • Leadership.
  • Perform root cause analysis.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Strong written and verbal communication skills. Excellent grammar, spelling, and sentence construction.
  • Exceptional listening and analytical skills.
  • Expert in Word, Excel and PowerPoint for presentations and reports required.
  • Able to sit or stand for frequent periods in the same location with some opportunity to move about.
  • Work as part of a supervisory team coordinating efforts to maintain a consistent operation.Position Type and Expected Hours of WorkThis is a full-time non-exempt position. Days and hours of work are Monday through Friday; nine hours between 7:00 a.m. to 7:00 p.m., with occasional after-hours or weekend duties. As the company expands, hours of operation may change, causing fluctuation in expected work hours.TravelMinimal travel expected for this position.Required Education and Experience
    • Bachelor's Degree preferred or equivalent experience in a healthcare, business, or technological setting
    • 1 year of customer service experience
    • 2 years of reporting and/or technology support experiencePreferred Education and Experience
      • 2 or more years in a leadership position
      • 2 or more years of Contact Center Workforce experience
      • 2 or more years of reporting/analysis experienceLiviniti, LLC and all entities provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Liviniti complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Liviniti expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Liviniti employees to perform their job duties may result in discipline up to and including discharge. EOE M/F/V/DPI47f2716eaa3a-37820-37562806

Keywords: Southern Scripts, Waco , Workforce and Reporting Specialist, Advertising , Dallas, Texas