Job Title: Service Center Workforce Manager Location: Columbia, MD Job Type: Full-time with Sparksoft
Description: Are you a Service Center Workforce Manager looking to positively impact millions of people? Our selected candidate will join a team of dreamers, drivers, and doers helping reshape federal healthcare IT. Sparksoft is a fast-growing woman-owned small business that provides innovative technical solutions to the federal government. We are seeking a Workforce manager to help support an enterprise-level service center that will aid in operations, customer service management, and case management.
Additional perks with Sparksoft will include above Industry Healthcare Benefits, Flexible Work from Home Options, Paid Time Off, Training/Certification opportunities, Healthcare Savings Account & Flexible Savings Account, Paid Life Insurance, Short-term & Long-term Disability, 401K Match, Paid Holidays, and much more!
The duties of the Service Center Workforce Manager include:
Responsible for workforce distribution based on forecasted workload and number of agents scheduled
Utilize forecasted data to create agent schedules
Assign agents to schedules based on their preferences and business rules
Manage intraday activities
5+ years of related experience
Bachelor's Degree or equivalent experience
Strong verbal and written communication skills
3+ years of experience with managing service center personnel
1+ years of experience working with NICE cxOne
2+ years working with ServiceNow
Sparksoft is a certified Capability Maturity Model Integration (CMMI) SVC and DEV Level 3, ISO 9001:2015, ISO 27001:2013, Small Disadvantaged Business (SDB), Women-Owned Small Business (WOSB), and Small, Women-owned, Minority-owned (SWaM), and MBE/DBE/SBE consulting firm. With our focused mission “to ignite innovation, inspire transformation, and implement digital solutions for a healthier nation,” we specialize in 6 specific digital health services: Test Automation, Cloud Services, DevOps Delivery, Cyber Security, and Data Science, and Human-Centered Design. Since 2004, our exceptionally skilled people, proven leadership, and optimized processes all work together relentlessly to continuously push for more efficient solutions.
Sparksoft is an Affirmative Action/Equal Opportunity Employer and does not discriminate against any applicant for employment or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic prohibited under Federal, State, or local laws.
In accordance with the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, Sparksoft Corporation is complying with the requirements that all employees assigned to a federal contract be vaccinated. Employees in need of an exemption from this policy due to a medical reason or because of a sincerely held religious belief must submit a physician’s note for a medical accommodation or a religious request for accommodation to the human resources department to begin the interactive accommodation process as soon as possible. Accommodations will be granted where they do not cause Sparksoft Corporation undue hardship or pose a direct threat to the health and safety of others. New hires must show proof of vaccination. If you need accommodation seeking employment with Sparksoft Corporation, please email Sparksoft.Accomodations@sparksoftcorp.com or call 410-424-7700. Accommodations are made on a case-by-case basis.