Workforce Manager

2 weeks ago

Boynton Beach, United States Society of Workforce Planning Professionals LLC Full time

We have an exciting opportunity to join our team as a Workforce Manager-FGP Access Ctr. In our

Boynton Beach, FL

location. In this role, the successful candidate The Workforce Management Manager is responsible for forecasting and the creation, maintenance, and intra-day management of the schedules for the NYULH FGP Contact Center. The position will provide for tactical planning, schedule adjustments, and trend analysis to ensure that the Contact Center achieves service level objectives that result in a world-class Patient/Customer Experience. The Workforce Management Manager will monitor events that impact transaction volume across all channels (voice, email, and chat) and analyze staff availability and workforce utilization. The Manager will utilize appropriate Contact Center workforce management (WFM) systems, tools, and reports to assure optimum staffing levels. (S)he will analyze and review operational performance, compare results against business objectives and KPIs, and provide feedback/recommendations to management on process improvements. The Manager will play a direct role in ensuring that company policies are followed. The Workforce Management Manager for the Contact Center will provide for staff allocation, time off requests, forecasting, contribution to capacity, and management of intraday workload utilizing Workforce Management software. Responsibilities: Manage and maintain agent schedule exceptions, shift requests and assignment, time off requests, adherence performance and reporting, and training and meeting schedules. Support Contact Center management team in analyzing trends in call/contact volume, call patterns, staff productivity, attrition rates, and resource allocation; report results to appropriate staff. Maintain consistent and quality communication with agents and practices; assure that a consistent means exists for funneling information updates to agents. Participate in multidisciplinary quality and service improvement teams as appropriate. Analyze call volume history, calling patterns, business events, service levels, and associated data to accurately forecast call/contact load and number staff required to achieve service level and workforce optimization; organize frontline schedules. Ensure staffing models are in line with current budget; assist in forecasting future staffing budgets for the Contact Center. Facilitate on-boarding of new hires, additional providers, new campaigns, etc. Qualifications: Must have a Bachelor’s Degree in a related discipline and three to five years of direct experience in workforce management (forecasting, scheduling, analyzing) within a Contact Center, preferably with experience utilizing CISCO UCCE and Verint/Calabrio WFM and/or the equivalent combination of education and work experience. Demonstrated experience in workforce planning, forecasting, scheduling, trend analysis, and statistical reporting Demonstrated hands-on experience with Contact Center WFM/reporting systems Strong analytical and mathematical orientation and be detail oriented Experience and/or knowledge of ACD phone system functionality – CISCO UCCE Must have strong computer skills with a proven understanding of Healthcare systems (e.g., scheduling and electronic health record software), Microsoft Office desktop applications, and Contact Center systems (e.g., WFM, ACD, Quality), and Salesforce. Experience in trending and statistical reporting is preferred. In return, we offer an extremely competitive salary and benefits package, along with career growth opportunities within a dynamic and diverse workplace focused on process improvement, staff development, and the ongoing expansion and enhancement of our services. NYU Langone Florida is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. Job Board Archive

View an archive of past job postings here.

#J-18808-Ljbffr

  • Workforce Management Lead

    3 weeks ago

    Dania Beach, United States Q Link Wireless Full time

    Q Link Wireless is an internet-based company with over 2.5 million customers, our company's mission is to wirelessly connect people to their world, regardless of their income. We are fulfilling this vision by consistently providing reliable, economical, and high-quality cell phone service to qualified low-income individuals within the United States. This is...

  • Workforce Management Lead

    2 weeks ago

    Dania Beach, Florida, United States Q Link Wireless Full time

    Q Link Wireless is an internet-based company with over 2.5 million customers, our company's mission is to wirelessly connect people to their world, regardless of their income. We are fulfilling this vision by consistently providing reliable, economical, and high-quality cell phone service to qualified low-income individuals within the United States.This is a...

  • ADP Workforce Now Project Manager

    3 weeks ago

    Long Beach, United States Onwardpath Full time

    Project Manager (ADP Workforce Now)Tentative start date – July-01-2024Duration – 6 months, likely extensionPreferred onsite – but I can make it Hybrid – 3 days in the office, 2 days remoteCandidate MUST be local to Los Angeles or Orange County, CA since will be required to work in the office a few days per weekLocation – corporate office in Long...

  • ADP Workforce Now Project Manager

    2 weeks ago

    Long Beach, United States Onwardpath Full time

    Project Manager (ADP Workforce Now)Tentative start date – July-01-2024Duration – 6 months, likely extensionPreferred onsite – but I can make it Hybrid – 3 days in the office, 2 days remoteCandidate MUST be local to Los Angeles or Orange County, CA since will be required to work in the office a few days per weekLocation – corporate office in Long...

  • Workforce Optimization Specialist

    1 month ago

    Juno Beach, United States Gravity IT Resources Full time

    Job DescriptionJob DescriptionJob Title:  Workforce Optimization SpecialistLocation: Juno BeachWork Authorization: USC/GC HolderJob Type: 3 month contract to hireJob Overview:We are seeking a highly motivated and detail-oriented Workforce Optimization Specialist to join our dynamic contact center team. The Workforce Optimization Specialist plays a critical...

  • Workforce Optimization Specialist

    1 month ago

    Juno Beach, United States Gravity IT Resources Full time

    Job Title: Workforce Optimization SpecialistLocation: Juno BeachWork Authorization: USC/GC HolderJob Type: 3 month Contract to HireJob Overview:We are seeking a highly motivated and detail-oriented Workforce Optimization Specialist to join our dynamic contact center team. The Workforce Optimization Specialist plays a critical role in ensuring the smooth...

  • Workforce Optimization Specialist

    2 weeks ago

    Juno Beach, United States Westinghouse Electric Company Full time

    We are searching for highly motivated and detail-oriented Workforce Optimization Specialist on behalf of our client. The person will be a problem-solver with a keen eye for detail and a desire to continuously improve our agent experience and customer service delivery.The person will be working with the contact center team. The Workforce Optimization...

  • Workforce Optimization Specialist

    2 weeks ago

    Juno Beach, United States Westinghouse Electric Company Full time

    We are searching for highly motivated and detail-oriented Workforce Optimization Specialist on behalf of our client. The person will be a problem-solver with a keen eye for detail and a desire to continuously improve our agent experience and customer service delivery.The person will be working with the contact center team. The Workforce Optimization...

  • Regional Sales Manager

    3 weeks ago

    Newport Beach, United States Pacific Life Full time

    Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead - our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate - pushing one another to transform not just Pacific Life, but the entire...

  • Technology Specialist

    1 month ago

    Myrtle Beach, United States Capital Vacations Full time

    The Contact Center Operations Coordinator performs a variety of roles in support of the successful delivery of service and operational excellence. The workforce manager (WFM) will monitor the call queues to alert the Director of any service failures or calls in queue that need immediate remediation, create and send daily reports to inform the Director of...

  • Technical Project Manager

    2 weeks ago

    Boynton Beach, United States Diverse Lynx Full time

    Job Title : Technical Project Manager Location: Boynton Beach , FL / Sun Rise , FL ( Onsite ) Position Type: 12+ Months Contract Video : Interview Must have : Finance / Credit card / Budget / Fraud systems experience Role Description: Seasoned technical project manager proficient in Agile methodologies, with hands-on experience using project management tools...

  • Technical Project Manager

    5 days ago

    Boynton Beach, United States Diverse Lynx Full time

    Job Title : Technical Project Manager Location: Boynton Beach , FL / Sun Rise , FL ( Onsite ) Position Type: 12+ Months Contract Video : Interview Must have : Finance / Credit card / Budget / Fraud systems experience Role Description: Seasoned technical project manager proficient in Agile methodologies, with hands-on experience using project...

  • Workforce Optimization Analyst

    1 month ago

    Long Beach, United States Blue Shield of California Full time

    Your Role The Workforce Management team partners with operations to ensure the contact centers are staffed appropriately to meet KPI’s while looking for opportunities to gain efficiency. The Workforce Optimization Analyst will report to the Sr. Manager of WFM. In this role you will analyze contact center trends, including call volumes, offline...

  • Workforce Optimization Analyst

    1 month ago

    Juno Beach, United States Synergy Business Consulting, Inc. Full time

    Position Specific Description Workforce Management & Scheduling:Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.Manage agent time off requests...

  • Workforce Optimization Analyst

    1 month ago

    Juno Beach, United States Synergy Business Consulting, Inc. Full time

    Position Specific Description Workforce Management & Scheduling:Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.Manage agent time off requests...

  • Workforce Optimization Analyst

    2 weeks ago

    Juno Beach, Florida, United States Synergy Business Consulting, Inc. Full time

    Position Specific Description Workforce Management & Scheduling:Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs).Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times.Manage agent time off requests...

  • Quality Assurance Manager FGP Access Contact Center

    5 days ago

    Boynton Beach, United States Society of Workforce Planning Professionals LLC Full time

    Quality Assurance Manager FGP Access Contact Center – Boynton Beach-Florida – NYU Langone Health NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, includingfive inpatient...

  • Workforce Optimization Analyst

    1 month ago

    North Palm Beach, United States Synergy Business Consulting Full time

    Position Specific Description Workforce Management & Scheduling: Utilize NICE CXOne WFM [or similar software] to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements (SLAs). Analyze staffing needs and recommend adjustments to optimize agent utilization and customer wait times. Manage agent time off...

  • Program Manager-workforce Re-entry

    2 weeks ago

    North Miami Beach, United States Gang Alternative Inc Full time

    **Reports to**: Chief of Staff **Employment Type**: Full - time, Mode of Work: In - person (no remote work) **Work Location**: Miami - Dade **Salary Range**: $60,000- $62,000 **Benefits**: Gang Alternative, Inc. offers a competitive Total Rewards Package, in addition your base salary: - Health Insurance - 100% paid for employee only - Medical Gap Insurance...

  • Workforce Optimization Specialist

    2 weeks ago

    North Palm Beach, United States Vitaver & Associates Full time

    12766 - Workforce Optimization Specialist (onsite) - Juno Beach, FL Start Date : ASAP Type: Temp-to-Hire Estimated Duration :4 months with possible conversion to direct hire. Work Setting: must commute to the Juno Beach office each workday. Required: •Availability to work 100% of the time at the Client's site in Juno Beach, FL...