Operations Workforce Manager - Contact Center

Intermountain Health•Jacobus, PA

10d•$39 - $59•Onsite

About The Position

The Operations Workforce Manager involves forecasting call volumes, creating and adjusting staff schedules, and monitoring real-time performance to ensure optimal staffing levels, efficiency, and service quality. Key responsibilities include analyzing data, using WFM software, and making real-time adjustments to meet service level goals. This role requires an analytical mind, strong communication skills, and the ability to work in a fast-paced environment. We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, New York, Rhode Island, Vermont, and Washington. Essential Functions Leadership and collaboration: Build, lead, and develop a team of WFM analysts, providing coaching and feedback to improve performance. Collaborate with other call center managers and operations teams to align on strategy and address staffing challenges. Assist with the recruitment and training of new agents to ensure the organization has the right talent. Forecasting and capacity planning: Analyze historical call volume, handle times, and trends (e.g., seasonal changes and marketing campaigns) to accurately predict future workload. Develop short-, medium-, and long-term staffing plans to meet customer demand and service level agreements (SLAs). Work with finance and other departments to align budget plans with staffing needs. Process improvement: Analyze WFM processes to identify areas for automation and efficiency gains. Use data analysis to suggest changes to processes, staffing strategies, and training programs for continuous improvement. Scheduling and staffing: Create and manage employee schedules, forecast staffing needs based on demand, and ensure optimal staffing levels for operational efficiency. Performance monitoring: Track employee productivity, attendance, and key performance indicators (KPIs) to identify areas for improvement. Data analysis and reporting: Analyze workforce data, such as call volume, attrition rates, and productivity trends, and report findings to executives. Efficiency and planning: Implement strategies to improve efficiency, reduce costs, and align the workforce with business objectives. This includes developing hiring plans to meet compliance requirements. Compliance and policy: Ensure the company complies with labor laws and company policies. Problem-solving: Address performance issues and act as an advisor or subject matter expert to resolve scheduling and operational problems.

Requirements

Data analysis and reporting: Advanced proficiency in Excel, data manipulation, and the ability to interpret complex data sets.
WFM software: Expertise in using specialized WFM tools for forecasting, scheduling, and real-time monitoring.
Analytical skills: Strong quantitative and problem-solving abilities to make data-driven decisions.
Communication: Excellent written and verbal skills for communicating expectations and insights to all levels of staff.
Leadership: The ability to coach, motivate, and manage a team to achieve departmental goals.
Adaptability: The capacity to adjust quickly to unexpected changes in call volume or staffing.
Attention to detail: A meticulous and accurate approach to scheduling, forecasting, and data analysis.
Demonstrated experience in workforce management, preferably within a relevant operational environment
Four years of experience working with workflows and resource coordination
Demonstrated experience in a role identifying optimization opportunities of processes and workflows.
Demonstrated effective verbal, written, and interpersonal communication skills.
Demonstrated experience working with continuous improvement and developing working relationships across multiple technical and clinical or operational business.

Nice To Haves

A bachelor's degree in business, analytics, statistics, or a related field is often preferred.
Several years of experience in call center operations and workforce management are typically required.
Experience with WFM software such as Genesys Cloud, NICE IEX, Verint, or Aspect is highly valued.

Responsibilities

Build, lead, and develop a team of WFM analysts, providing coaching and feedback to improve performance.
Collaborate with other call center managers and operations teams to align on strategy and address staffing challenges.
Assist with the recruitment and training of new agents to ensure the organization has the right talent.
Analyze historical call volume, handle times, and trends (e.g., seasonal changes and marketing campaigns) to accurately predict future workload.
Develop short-, medium-, and long-term staffing plans to meet customer demand and service level agreements (SLAs).
Work with finance and other departments to align budget plans with staffing needs.
Analyze WFM processes to identify areas for automation and efficiency gains.
Use data analysis to suggest changes to processes, staffing strategies, and training programs for continuous improvement.
Create and manage employee schedules, forecast staffing needs based on demand, and ensure optimal staffing levels for operational efficiency.
Track employee productivity, attendance, and key performance indicators (KPIs) to identify areas for improvement.
Analyze workforce data, such as call volume, attrition rates, and productivity trends, and report findings to executives.
Implement strategies to improve efficiency, reduce costs, and align the workforce with business objectives. This includes developing hiring plans to meet compliance requirements.
Ensure the company complies with labor laws and company policies.
Address performance issues and act as an advisor or subject matter expert to resolve scheduling and operational problems.