Workforce Optimization

Lincare • Clearwater, FL

41d

About The Position

Workforce Optimization

Lead day-to-day Work Force operations for the CPAP Call Centers
Monitor and evaluate call center staffing levels, call volume efficiency, and
correlated patient and employee satisfaction results for all areas of the
business
Manage abandoned calls, idle time, and other specific metrics related to
calls
Short and long-term call forecasting, associate scheduling, real-time
management of contact queues, and associate schedule adherence
Workforce Management (WFM)
data collection, analysis, reporting, and intensive real-time monitoring
Plan, manage, and analyze Outbound Dialer Campaigns (using Avaya POM) for
effectiveness and adjust/improve as needed
Coordination of Call Miner and ActivityTracker for improved productivity

Requirements

• Computer proficiency that includes Excel and the ability to use various Lincare software
• Organizational, planning (project management), and strong communication skills
• Strong background in process improvement and statistical analysis desired
• Highly process-oriented, with experience in creating SOPs (desirable)
• Work across several organizations, fostering a culture of trust and respect, creating strong working relationships with Management
• Experience supporting Sales/Customer Service organizations helping support a culture of accountability
• A Bachelor's Degree in a business-related field or demonstrable equivalent experience in the workforce management field
• 3- 5 Years Workforce Management in an Inbound and Outbound Call Center
• Experience with Workforce Optimization software
• Working knowledge of Avaya CMS and POM desirable

Responsibilities

• Utilize Workforce Optimization (WFO) software to manage and improve call volume, efficiency, and overall Call Center metrics
• Forecast short and long-term staffing needs, considering contact volume and headcount requirements
• Real-time queue management of contact and associate schedule adherence
• Assist with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely
• Generate daily reports to show changes to productivity or performance
• Provide updates on Call Center Performance to department leaders on an intra-day and daily basis
• Collect data, analyze, and provide recommendation for improvement of Call Centers performance
• Create and coordinate workforce improvement projects based on call center(s) performance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees