Workforce Coordinator

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Job Description:

Location: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work.

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.

The opportunity:

The Workforce Coordinator (WFC) monitors real time activity of agents, agent occupancy, real time adherence and forecasting accuracy by interval, and maintaining service level in a fast paced environment. Manage the scheduling of call center activity, team projects, team training, and meetings. Work directly with Supervisors, Managers, VP of Operations and the Training Department to identify and implement a consistent level of service that positions DentaQuest as the customers’ trusted dental insurance provider.

How you will contribute:

• The Workforce Coordinator possesses advanced knowledge in the following key functional areas: call volume real time intra-day forecasting, scheduling, adherence, and all off-phone activity scheduling including but not limited to team meetings, supervisor coaching sessions, training.
• Monitor Real Time Adherence statistics, helping to ensure that BPO/Outsourcer and Internal agents are on the phones during scheduled phone hours, including monitoring breaks/lunches.
• Anticipates contact volume, training sessions, team and project work, vacations, personal leave, and other information to identify adequate coverage and …