Manager, Workforce Management

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. 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. 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. Minimum of 2 years of experience leading or managing a team of Workforce Analysts preferred. Experience with WFM tools and Contact Center applications. 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. #J-18808-Ljbffr Jobtailor