Strategic Workforce Planning Manager

3 weeks ago

San Antonio, Texas, United States Best Buy Health Full time
Job Summary

We are seeking a highly skilled Workforce Planning and Optimization Manager to join our team at Best Buy Health. As a key member of our operations team, you will be responsible for ensuring operational readiness, responsiveness, and effectiveness across our Caring Center Operations.

Key Responsibilities
  • Oversee a 24x7x365 team who supports the Center's leadership by providing workforce re-assignment, resource allocation, and real-time Service Level awareness and load management.
  • Ensure the team provides consistent process delivery with data-driven timely decisions, ensure appropriate agent utilization to drive delivery of the customer experience, and will be responsible for leading the team's day-to-day management of activities.
  • Monitor and analyze historical call trends to develop and maintain comprehensive short- and long-term forecast/capacity plans to guarantee the availability of sufficient staff and to proactively recommend appropriate corrective action plans.
  • Plan and organize workload, schedule and execute shift-bids to ensure adequate staff needed to meet service level objectives.
  • Act as liaison with other operations teams and cross functional departments to efficiently manage the Centers infrastructure.
Requirements
  • 3 years of experience in a technical capacity in a high-volume contact center environment preferred.
  • Strong data analysis skills with the ability to derive actionable insights from call center metrics.
  • Advanced Excel experience, (ie,. building PivotTables, using complex formulas, creating charts and graphs).
What We Offer
  • We're committed to helping our people thrive at work and at home. Comprehensive benefits including tuition reimbursement, caregiver support, and more.
  • Best Buy Health aims to enrich and save lives through technology and meaningful connections.
About Us

Best Buy Health is an Affirmative Action and Equal Opportunity Employer dedicated to creating an inclusive environment that values the diversity of our employees and does not discriminate against any employee or applicant.

We are committed to equal employment opportunity for all applicants and employees, without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic under applicable law.

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