Manager, Workforce Management

AltaMed•Anaheim, CA

1d•Onsite

About The Position

If you are as passionate about helping those in need as you are about growing your career, consider AltaMed. At AltaMed, your passion for helping others isn’t just welcomed – it’s nurtured, celebrated, and promoted, allowing you to grow while making a meaningful difference. We don’t just serve our communities; we are an integral part of them. By raising the expectations of what a community clinic can deliver, we demonstrate our belief that quality care is for everyone. Our commitment to providing exceptional care, despite any challenges, goes beyond just a job; it’s a calling that drives us forward every day. The Manager, Workforce Management position is responsible for all the day-to-day operations within the call center to help ensure staffing needs and service metric goals are achieved. This includes establishing policies, procedures, strategies, and tactics for the Patient Service Center, and aligning with the clinics and regulatory compliance to ensure patient satisfaction. The Workforce Manager is responsible for hiring, training, developing, coaching, managing, and delivering performance evaluations to a team of Workforce Analysts. Accountable for core workforce management functions and backup to the Analysts. This role must have an in-depth knowledge and understanding of the current WFM scheduling software suite features and functions. This role will support business growth when additional queues, new software, and tools are implemented. Collaborate on initiatives and call center roll-outs to maximize efficiencies to better meet service level objectives and reduce costs. Identify risks and opportunities in service-level metrics and recommend action plans to improve overall performance.

Requirements

BA/BS degree required.
Minimum of 5 years of experience in Workforce Management in analytics, forecasting, scheduling, and intra-day monitoring required.
Minimum of 2 years of experience in a Management/Supervisory level position required.

Nice To Haves

Minimum of 2 years of experience leading or managing a team of Workforce Analysts preferred.
Minimum of 5 years of experience working with workforce management scheduling software (e.g., ININ/Genesys, Verint, Calabrio, IEX) preferred.
Minimum of 3 years of working with call center/ACD phone systems preferred.

Responsibilities

Responsible for all the day-to-day operations within the call center to help ensure staffing needs and service metric goals are achieved.
Establishing policies, procedures, strategies, and tactics for the Patient Service Center, and aligning with the clinics and regulatory compliance to ensure patient satisfaction.
Hiring, training, developing, coaching, managing, and delivering performance evaluations to a team of Workforce Analysts.
Accountable for core workforce management functions and backup to the Analysts.
Functions include: reporting, long-term and short-term forecasting, resource load-balancing, queue open-closures, capacity planning, trend analysis, employee scheduling, schedule optimization, and intraday management.
Support business growth when additional queues, new software, and tools are implemented.
Collaborate on initiatives and call center roll-outs to maximize efficiencies to better meet service level objectives and reduce costs.
Identify risks and opportunities in service-level metrics and recommend action plans to improve overall performance.