Customer experience workforce management specialist (it)

Posting Date

08/14/2026

2476 Swedesford Rd Ste 150, Malvern, Pennsylvania, 19355-1456, United States of America

Workforce Management Specialist

A Workforce Management Specialist is accountable for the execution of the Workforce Management Service. They will work closely with Support Supervisors and/or Managers to ensure Service Levels are met while managing their workforce.

They will utilize the NICE IEX Workforce Management software to:

• Generate schedules for various support groups using the NICE IEX Workforce Management software
• Perform staffing, SLA, and trending analysis
• Plan and Communicate Saturday, Holiday, and On-Call staffing
• Facilitate agent moves, schedule changes, etc. for agents across call center segments.
• Other duties as assigned.

The following experience and capabilities are required:

• Strong analytical skills
• Ability to work independently and meet deadlines in a fast paced environment
• Proficiency in Microsoft Office Suite of Applications
• Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

The following experience and capabilities are preferred but not required:

• 1 – 2 Years’ experience in a Workforce Management position
• Presentation Development and execution of reporting and analysis

Travel - None

Nights/Weekends - Rare, < 5%

What We’ll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

#LI-SM5

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

The Wage Range for the role is $20.50 - $28.00 per hour.

If a candidate is hired, they will be paid at least the minimum wage according to their geographical jurisdiction and the exemption status for the position.

New York Exempt: New York City and Long Island: $66,300.00/year, Nassau, Suffolk, and Westchester counties: $66,300.00/year, Remainder of New York state: $62,353.20/year New York Non-exempt: New York City and Long Island: $17.00/hour, Nassau, Suffolk, and Westchester counties: $17.00/hour, Remainder of New York state: $16.00/hour

Washington Exempt: $80,168.40/year Washington Non-exempt: Bellingham: $19.13/hour, Burien: $21.71/hour, Everette: $20.77/hour, Unincorporated King County: $20.82/hour, Renton: $21.57/hour, Seattle: $21.30/hour, Tukwila: $21.65/hour, Remainder of Washington state: $17.13/hour

For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.