Workforce Management Specialist

Columbus, OH (or Remote) /
Customer Operations – Customer Support /
Full Time
About Beam

Beam was founded in 2012 by three engineers who saw the opportunity to modernize the dental benefits industry using technology. The first product was the Beam Brush, which was one of the earliest examples of the Internet of Things in healthcare. 

Today, Beam Benefits is available in 40+ states and has expanded beyond dental. Beam is now simplifying and modernizing a robust suite of ancillary employee benefits through an intuitive digital platform, self-service tools, AI-powered pricing, support from Beam’s helpful representatives, and a unique Beam Perks™ rewards program. This winning combination allows us to deliver a simple, smart, and wellness-focused experience for brokers, employers, and members.

Joining Beam Means

• Working in a complex and dynamic business, simultaneously operating across insurance, CPG manufacturing, IoT, and dental services
• Being supported and encouraged to improve every day by working collaboratively with a diversely skilled team
• Engaging in an energizing, committed, and fun work environment
• Being empowered as an ‘owner’ of your subject matter and work
• Joining in our mission to forever change the way people access benefit
• Being a person of high character, high EQ, and amazing talent

The Role:

As the Workforce Management Specialist, you will be responsible for the forecasting, scheduling, analysis and intra-day performance of the Customer Care and Operational Departments. You will work closely with leadership and representatives to ensure that all channels have enough resources to exceed stakeholder satisfaction. Your role as the Workforce Management Specialist will focus on understanding and managing the Customer Care and Operational Department’s resources while working to improve the overall efficiency of our department.


What You Will Bring: 

You are a detailed, organized individual who can quickly take ownership of the scheduling and operation of multiple service channels. You are strategic and use data to identify problems, find solutions and recommendations using analysis. You can prioritize your work and adapt quickly to the changing needs of the team, doing whatever it takes to help them succeed. You’re a self-starter who seeks to create and establish processes and procedures that will scale with our growing company.

What You Will Do:

    • Monitor service channels throughout the day ensuring Customer Operations achieves all SLAs, OKRs, and KPIs
    • Reallocate resources daily to ensure proper coverage of all channels
    • Analyze service channel volume and determine root causes for staffing/gap opportunities
    • Manage the schedules and approval processes including time-off, lunches, training, and meetings for all Customer Operations employees
    • Track employee attendance, adherence, utilization, and occupancy among other performance metrics
    • Work with the Insight team to create forecasts and models to include seasonality for all channel types, including phone, email, chat, and social media
    • Build out capacity models for each department to determine hiring needs several months in advance
    • Perform data monitoring to identify Customer Operations compliance and training opportunities
    • Identify and leverage all stakeholder feedback, along with supporting data, to scope and design ways to improve our stakeholder’s experience
    • Perform other duties/projects as assigned

What Skills Will Help You Be Successful:

    • Previous experience in Workforce Management
    • Experience with Playvox, UJET, Kustomer, Zendesk, Salesforce or comparable softwares
    • Knowledge of JIRA, Confluence and/or other knowledge-base or project management tools
    • Passion for building systems and processes from the ground up, oftentimes with a limited existing structure
    • Excellent analytical and organizational skills and the ability to balance many competing priorities at once
    • Highly motivated, driven to troubleshoot and problem solve
    • Ability to thrive in a fast-paced, dynamic (read: sometimes chaotic) environment
Visa sponsorship or transfer not available for this position.
---------------------------------------
Beam believes a diverse and inclusive environment is key to building a great company and a great product. We are committed to creating an environment that is welcoming for people of all backgrounds, and encourage everyone to apply. Beam is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.