Manage call center workforce forecasts, staffing schedules, schedule adherence, reporting, and quality audits. Analyze call volume, employee performance, and client inquiry trends; provide recommendations to improve productivity and service levels. Support agent training, policy and portal updates, omni-channel routing, process improvements, compliance reviews, and special projects while collaborating with supervisors and managers.
Join Us!
Take the next step in your journey at Inspira Financial. Guided by our mission to enable better health and greater wealth, we help businesses and individuals thrive today, tomorrow, and into retirement by strengthening and simplifying the health and wealth journey.
Our values shape how we show up every day. We Lead with Heart by acting with compassion, empathy, and doing what's right; Cultivate Trust through integrity, transparency, and accountability; Aim Higher by never settling for what's expected and continually raising the standard; and Win Together by collaborating inclusively to achieve the best outcomes.
Join us on our journey as we work together to take on the complex and the everyday--turning collective effort into life-changing impact that enriches lives and helps build a better future. Learn more at inspirafinancial.com.
We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to the company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday). This requirement does not apply to support specialist positions.
Don't meet every single requirement? That's okay. At Inspira Financial, we know growth comes from people who are willing to learn, challenge themselves, and aim higher. We value individuals who lead with heart, cultivate trust, and collaborate to win together. If you're energized by meaningful work, continuous development, and being part of a team that turns collective effort into real impact, Inspira Financial could be the right next step in your journey. We look forward to receiving your application.
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
This role is responsible for create and monitor workforce management forecasts, queue staffing schedules and accompanying adherence to achieve service level agreements. In addition, the Quality Specialist provides quality control monitoring, staff training, and works on a variety of assigned projects. The ideal incumbent will have strong computer aptitude, be detail oriented and demonstrate strong analytical skills. They must be able to trend and work collaboratively with other areas for process improvements and proposed changes to current processes.• Create active forecasts required for proper call center scheduling.• Generate workforce schedules based on forecasted call volume.• Analyze trends to adjust schedules and forecasts accordingly.• Work with staff to administer time off, training and meeting requests.• Work with supervisors to ensure agent adherence to schedules.• Update skills, contact types, management units and corresponding assignments as necessary using workforce management software.• Deliver timely reporting to management on a daily, weekly, monthly, and ad hoc basis.• Provide feedback and recommendations to supervisors on agent performance and call volume trends to improve productivity.• Work closely with supervisors and managers to understand data needs to manage staff and assist in making strategic decisions (e.g. identifying and reporting KPIs)• Proactively analyze data to provide insight into client inquiry trends.• Provide training to agents on new policies and procedures including client portal enhancements.• Identify new opportunities for process improvements, communications, and consult with supervisors to implement and follow approved changes.• Research and suggest ideas to improve in staff efficiency and productivity.• Work on assigned projects and deliver high quality reporting and outcomes.• Provide support to agents and supervisors who utilize omni-channel routing features.• Conduct standard quality reviews /audits to measure compliance with published policies, procedures, customer, and regulatory guidelines. • Identify and distribute errors to business partners. • Assist with the day-to-day maintenance and operations of assigned functional unit. • Perform analysis of data to identify and communicate trends during day-to-day work. • May perform or assist with special projects/reviews.• May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.• Other duties as assigned.
Typical schedule for this position is 8 a.m. CT to 4:30 p.m. CT, subject to change based on business need.
Preferred Qualifications
Years of Experience: • 1-3 years of experience . Degree: • Bachelor's Degree in Finance, Economics, or Communications . Certification: N/A . Skills & Abilities: • Strong computer aptitude with advanced proficiency in Microsoft Outlook, Excel, and Word; experience with call management tools a plus • Excellent verbal and written communication skills • Demonstrate the ability to proactively analyze, problem-solve, and make quick sound decisions. • Detail-oriented, organized, and dependable. • Action oriented - should be motivated by challenging opportunities and thrive in fast paced environments. • High level of ethics and values - must act in accordance with an appropriate set of core beliefs and within Inspira's personal code of conduct. • An aptitude for prioritization and multi-tasking • Strong collaboration skills • A drive to learn and apply new concepts quickly.
Compensation & Benefits
$22.00/hr-$26.50/hr
Take the next step in your journey at Inspira Financial. Guided by our mission to enable better health and greater wealth, we help businesses and individuals thrive today, tomorrow, and into retirement by strengthening and simplifying the health and wealth journey.
Our values shape how we show up every day. We Lead with Heart by acting with compassion, empathy, and doing what's right; Cultivate Trust through integrity, transparency, and accountability; Aim Higher by never settling for what's expected and continually raising the standard; and Win Together by collaborating inclusively to achieve the best outcomes.
Join us on our journey as we work together to take on the complex and the everyday--turning collective effort into life-changing impact that enriches lives and helps build a better future. Learn more at inspirafinancial.com.
We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to the company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday). This requirement does not apply to support specialist positions.
Don't meet every single requirement? That's okay. At Inspira Financial, we know growth comes from people who are willing to learn, challenge themselves, and aim higher. We value individuals who lead with heart, cultivate trust, and collaborate to win together. If you're energized by meaningful work, continuous development, and being part of a team that turns collective effort into real impact, Inspira Financial could be the right next step in your journey. We look forward to receiving your application.
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
This role is responsible for create and monitor workforce management forecasts, queue staffing schedules and accompanying adherence to achieve service level agreements. In addition, the Quality Specialist provides quality control monitoring, staff training, and works on a variety of assigned projects. The ideal incumbent will have strong computer aptitude, be detail oriented and demonstrate strong analytical skills. They must be able to trend and work collaboratively with other areas for process improvements and proposed changes to current processes.• Create active forecasts required for proper call center scheduling.• Generate workforce schedules based on forecasted call volume.• Analyze trends to adjust schedules and forecasts accordingly.• Work with staff to administer time off, training and meeting requests.• Work with supervisors to ensure agent adherence to schedules.• Update skills, contact types, management units and corresponding assignments as necessary using workforce management software.• Deliver timely reporting to management on a daily, weekly, monthly, and ad hoc basis.• Provide feedback and recommendations to supervisors on agent performance and call volume trends to improve productivity.• Work closely with supervisors and managers to understand data needs to manage staff and assist in making strategic decisions (e.g. identifying and reporting KPIs)• Proactively analyze data to provide insight into client inquiry trends.• Provide training to agents on new policies and procedures including client portal enhancements.• Identify new opportunities for process improvements, communications, and consult with supervisors to implement and follow approved changes.• Research and suggest ideas to improve in staff efficiency and productivity.• Work on assigned projects and deliver high quality reporting and outcomes.• Provide support to agents and supervisors who utilize omni-channel routing features.• Conduct standard quality reviews /audits to measure compliance with published policies, procedures, customer, and regulatory guidelines. • Identify and distribute errors to business partners. • Assist with the day-to-day maintenance and operations of assigned functional unit. • Perform analysis of data to identify and communicate trends during day-to-day work. • May perform or assist with special projects/reviews.• May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.• Other duties as assigned.
Typical schedule for this position is 8 a.m. CT to 4:30 p.m. CT, subject to change based on business need.
Preferred Qualifications
Years of Experience: • 1-3 years of experience . Degree: • Bachelor's Degree in Finance, Economics, or Communications . Certification: N/A . Skills & Abilities: • Strong computer aptitude with advanced proficiency in Microsoft Outlook, Excel, and Word; experience with call management tools a plus • Excellent verbal and written communication skills • Demonstrate the ability to proactively analyze, problem-solve, and make quick sound decisions. • Detail-oriented, organized, and dependable. • Action oriented - should be motivated by challenging opportunities and thrive in fast paced environments. • High level of ethics and values - must act in accordance with an appropriate set of core beliefs and within Inspira's personal code of conduct. • An aptitude for prioritization and multi-tasking • Strong collaboration skills • A drive to learn and apply new concepts quickly.
Compensation & Benefits
$22.00/hr-$26.50/hr
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