Point C

Point C is a trusted health benefits partner that delivers meaningful solutions for brokers and their self-funded clients. They administer benefit plans, manage medical costs, and provide a high-value member experience. Point C creates seamless partner...

Insurance

Financials

11-50 (45)

Founded 2020

3 open positions

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Workforce Manager

2 hours, 10 minutes ago

United States

Full-time

Junior

Operations Manager

Customer and Technical Support

HubSpot Power BI SQL

Apply Now

Point C

Insurance

11-50

Founded 2020

View All Jobs 3

Description

Analyze historical data to forecast call volume and workload trends.
Develop short-term and long-term staffing models.
Monitor real-time adherence and staffing levels and recommend adjustments based on performance metrics.
Build and maintain employee schedules, including shift bids, PTO planning, and staffing coverage.
Support intraday management decisions and ensure staffing aligns with service-level goals.
Maintain workforce management platforms such as Zendesk and ADP.
Configure queues, skills, schedules, and forecasting inputs in workforce systems.
Troubleshoot system issues and partner with IT and vendors on upgrades and enhancements.
Partner with operations leaders on staffing strategies and workforce planning meetings.
Identify efficiency improvement opportunities and maintain documentation and process workflows.

Requirements

Bachelor’s degree in Business, Analytics, IT, or a related field, or equivalent experience.
2+ years of workforce management or call center analytics experience.
Experience with workforce management platforms such as Zendesk, HubSpot, Verint, NICE, Aspect, UKG, or Genesys.
Advanced Excel skills, including pivot tables, formulas, and trend analysis.
Strong analytical and problem-solving ability.
Attention to detail and data accuracy.
Experience supporting multi-site or multi-channel environments preferred.
SQL, Power BI, or Zendesk CRM experience preferred.
Knowledge of forecasting models preferred.
Healthcare, contact center, or operations background preferred.

Benefits

$65,000–$75,000 USD base salary.
Eligibility for additional compensation, including bonuses and merit increases.
Sales commission opportunity for certain roles.
Comprehensive medical, dental, vision, and life insurance coverage.
401(k) retirement plan with employer match.
Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
Paid time off (PTO) and disability leave.
Employee Assistance Program (EAP).

Interested in this position?

Apply directly on the company website

Apply Now

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