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National Workforce Manager
2 months ago
Global Medical Response Inc is seeking a highly skilled National Workforce Manager to join our team. As a key member of our Contact Center leadership, you will be responsible for collaborating with Contact Center leaders to develop comprehensive strategic plans aimed at attaining optimum performance statistics while maintaining an aggressive approach to cost maintenance/reduction.
Key Responsibilities:- Collaborate with Contact Center leaders to develop and implement strategic plans to optimize performance and reduce costs.
- Delegate and monitor assignments to team members to ensure effective execution of plans.
- Communicate consistently with team members and leadership to establish and reinforce staffing plans.
- Develop near and long-term staffing and scheduling strategies to optimize Contact Center performance.
- Provide financial oversight and analysis to inform decision-making.
- Develop and maintain reporting methodologies to convey departmental performance data to Contact Center leadership.
- Identify and resolve issues in a highly technical environment.
- Develop and maintain a strong and productive relationship with corporate, information technology, customer, and vendor contacts.
- Ensure department business is carried out in an efficient and professional manner.
- Minimum 2 years Workforce and/or Performance Management experience in a call center environment.
- Proficient experience with budgeting overview and the relationship between workforce management and cost impact analysis.
- Experience with workforce management software and processes.
- Expert level data analysis and reporting capability.
- Proficient experience with Microsoft Office programs.
- Experience with contact center telephony and similar technologies.
- Bachelor's Degree in a science-related field with an emphasis on project management and data analysis or equivalent career experience.
- Knowledge of NICE IEX WFM application.
- Knowledge of Avaya ACD.
- Experience with relational databases and database theory.
Global Medical Response Inc is a leading provider of emergency and patient relocation services. We are dedicated to delivering compassionate, quality medical care to our customers. Our team is passionate about making a difference in the lives of our patients and customers.
