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Workforce Manager

2 months ago

Orlando, United States Patient Service Center Full time
Job DescriptionJob Description

Purpose:

The Workforce Manager will oversee the planning, coordination, and management of workforce resources to ensure optimal staffing levels and operational efficiency. This role requires a strategic thinker with strong analytical skills and a deep understanding of workforce management principles. This leadership role within Workforce Management will establish, promote, and scale workforce operations.

Responsibilities:

  • Lead a team of workforce analysts who will provide support on the responsibilities below as well handle both workforce management analytics and real time skill adjustments to ensure optimal coverage and metric attainment. Provide direction, coaching, feedback, and complete evaluations of direct reports.
  • Develop and implement staffing plans based on forecasted call volumes, off-queue tasks, and handle time patterns, as well as business trends. Provide recommendations for workforce optimization.
  • Partner with Operational leaders to create and manage employee schedules to ensure adequate coverage and efficient use of resources based on forecasted call volumes.
  • Analyze historical interaction data to forecast future call volumes, off-queue initiatives, and staffing needs. Track and analyze workforce performance metrics. Identify trends and areas for improvement and implement strategies to enhance productivity and employee satisfaction.
  • Use workforce management software to predict demand and optimize resource allocation.
  • Monitor key performance indicators relating to workforce management.
  • Monitor real-time contact center performance and adjust as necessary to maintain service levels.
  • Communicate with team leaders and supervisors to ensure alignment and quick response to emerging workforce management issues.
  • Generate and analyze reports on contact center performance, including productivity, efficiency, and adherence to schedules. Prepare and present regular reports on workforce management to the leadership team. Provide insights and recommendations based on data analysis.
  • Develop and update policies and procedures related to workforce management.
  • Implement best practices for workforce management and contact center operations.
  • Leverage workforce management software and tools to enhance efficiency. Stay updated on the latest technologies and trends in workforce management.
  • Scale the workforce management team and tools to support call volume.
  • Develop and update workforce-related policies and procedures as needed.
  • Partner with Ops leadership and other teams to align workforce management efforts with overall business objectives and priorities.
  • Other duties assigned based on staffing, coverage, and program needs.

Required Qualifications:

  • High School diploma or equivalent
  • Bachelor’s degree in related field or relevant work experience
  • 3-5 years of contact center workforce management team leadership.
  • Previous experience in contact center workforce management operations.
  • Experience with contact center systems and implementing phone trees.
  • Demonstrated ability to work independently and meet goals.
  • Effectively communicate, orally and in writing, with clients and internal team members.
  • Ability to build productive internal/external working relationships.
  • Strong analytical and organizational skills with diligence.
  • Ability to proficiently use Workforce Management and Microsoft Office Tools.

Preferred Qualifications:

  • Previous experience in specialty pharmacy, healthcare setting, and/or HUB services
  • 5-7 years of workforce management-related experience.
  • Prior experience in management of workforce teams.

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.