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Workforce Operations Manager

1 month ago

Clearwater, United States Lincare Holdings Inc. Full time
Workforce Management Role

This position is responsible for leading day-to-day operations of the CPAP Call Centers, ensuring efficient staffing levels, call volume, and patient satisfaction. The ideal candidate will have experience with Workforce Optimization software, planning, and analysis. Key responsibilities include managing abandoned calls, idle time, and forecasting short and long-term staffing needs. Additionally, the successful candidate will have strong organizational and communication skills, with the ability to work across multiple organizations and foster a culture of trust and respect.

Key Responsibilities:
  • Utilize Workforce Optimization software to manage call volume and efficiency
  • Forecast staffing needs and manage contact queues
  • Assist with scheduling and generate daily reports
  • Provide updates on Call Center Performance to department leaders
  • Collect data, analyze, and provide recommendations for improvement

Requirements:
  • 3-5 years of Workforce Management experience in an Inbound and Outbound Call Center
  • Bachelor's Degree in a business-related field or equivalent experience
  • Working knowledge of Avaya CMS and POM desirable