Workforce Manager

4 weeks ago

Provo, United States Serenity Healthcare, LLC Full time
Workforce Manager
Location: Provo, UT

Serenity Healthcare is seeking a hands-on workforce manager to optimize productivity by maximizing our staffing needs and forecasts. We are in a hyper-growth state and this leader will be able to support multiple patient care coordinator locations.

Benefits:
  • Accelerated healthcare career growth - rapid advancement opportunities.
  • Insurance benefit premiums paid at 90% by Serenity (Medical, Dental, Vision) and 401K.
  • 20 days off annually (10 PTO days and 10 Holidays).
  • Employee access to Serenity's treatment options.
  • Competitive compensation.
  • Access to corporate onsite gym, game room and other amenities.
  • Full-time / On-site.

Responsibilities:
  • Operational Oversight: Lead forecasting, capacity planning, scheduling, and real-time management for Operations. Analyze call volume, handle-time, distributions, absenteeism, and staffing need to optimize performance.
  • Owns adherence and Shrinkage governance. Breaks/lunches and same day modifications. Employee scheduling (i.e., intraday management, call outs, vacation, and leave planning).
  • Statistical modeling and projections. Complete what-if analysis, risk assessment and sensitivity analysis on plans on a regular basis.
  • New-hire configuration (onboarding/offboarding), log ins, schedules, team assignments
  • Attrition & Retention reporting.
  • Supports cost-cutting, growth initiatives, and stays ahead of latest technologies.
  • Recommends training and development schedules to maintain service levels.
  • Business Continuity Plan (i.e., Natural disasters, equipment failures, and adverse impacts to the business).
  • Crisis preparedness (i.e., CPR certifications, and Emergency Floor Captains).
Qualifications:
  • 3 to 5 years experience in WFM (forecasting, capacity planning, scheduling, and real-time management).
  • Experience with MS Office Suite with high proficiency and working knowledge of Excel.
  • Experience with WFM software applications (Genesys, IEX, ININ, Verint, etc.).
  • Excellent oral, written, interpersonal, and organizational skills.
  • Must be detail-oriented, organized, and able to work independently as well as with a team.
  • Proven performance in a fast-paced, growth work environment
  • Ability to make sound decisions quickly in a fluid work environment.
  • BA/BS Bachelor's Degree in a job-related field of study preferred (mathematics, statistics, finance, business analytics etc.).

About:
Serenity is a leader in the field of healthcare technology. Using advanced medical devices recently released to market, we give our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we push ourselves daily to help patients take back their lives with a revolutionary technological approach to healthcare.

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