Pearl Interactive Network is sourcing Remote WFO Site Specialists.

The WFO Site Specialist is responsible for creating vendor staffing plans and weekly schedules. Provides support for short-term resource planning in accordance with locked forecasts.

Why choose Pearl Interactive Network?

Join Our Team and embrace the winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. As a woman-owned, HUBZone-certified social enterprise, we take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.

Pearl offers a Competitive Compensation and Benefits package to include:

• Rate: $17.65 per hour
• Medical, Dental, Vision, and Life Insurance
• Paid time off, Paid holidays
• 401K eligibility
• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.
  
  

Operating Hours: Mon - Fri 8:30 AM to 10 PM EST and Sat and Sun 9 AM to 6:30 PM EST (shifts vary)

Technical Equipment, And Remote Office Requirements

• Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
• Ethernet cable access. Wi-Fi-only connectivity is prohibited.
• Private and secure workspace within your home. Away from noise and distractions.
• Computer equipment, monitor, and headset are provided.
  
  

Job Duties

• Monitor real-time CSR schedule adherence.
• Assign CSR schedules for new and existing CSRs.
• Create and assign overtime schedules as necessary.
• Schedule all requested CSR coaching sessions.
• Enter and manage site-level CSR exceptions, schedule changes, and time off requests.
• Develop, monitor, and compare daily and intraday metrics of contact volume, half-hourly contact volume patterns, average contact handle time, caseloads, number of outbound attempts, and service level targets.
• Maintain weekly CSR headcount and channel language queue.
• Monitor intraday performance.
• Report any contact volume and/or average handle time anomalies to the Supervisor.
• Perform other duties as assigned.
  
  

Job Requirements

• High school diploma or equivalent with 3+ years of related work experience or formal job-related training with 1 - 3 years of related work experience.
• Experience in the healthcare industry, especially prescription coverage support for providers and/or patients, is a plus.
• Think strategically and achieve project goals and performance metrics; strong organizational and time management skills.
• Detail-orientated; good analytical judgment and problem-solving ability.
  
  

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background/Suitability Check, Drug Screening, And Skills Assessments Required

Pearl Interactive Network, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.