Manager, Workforce Management
About The Position
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. 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. 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
- A BA/BS degree is required, or a minimum of 5 years of experience in Workforce Management in analytics, forecasting, scheduling, and intra-day monitoring is required.
- Minimum of 2 years of experience in a Management/Supervisory level position required.
- Experience with WFM tools and Contact Center applications.
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.
Benefits
- Medical, Dental and Vision insurance
- 403(b) Retirement savings plans with employer matching contributions
- Flexible Spending Accounts
- Commuter Flexible Spending
- Career Advancement & Development opportunities
- Paid Time Off & Holidays
- Paid CME Days
- Malpractice insurance and tail coverage
- Tuition Reimbursement Program
- Corporate Employee Discounts
- Employee Referral Bonus Program
- Pet Care Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
