Director of Call Center Operations

1 week ago


Lancaster, Pennsylvania, United States Meridian Full time
Job Title: Director, Call Center Workforce Management

At Meridian, we are seeking a highly skilled and experienced Director, Call Center Workforce Management to join our team. As a key member of our leadership team, you will be responsible for designing and implementing business metrics and analytics to support our workforce management goals and objectives.

Key Responsibilities:
  • Lead a team of analysts to develop and implement metrics and analytics to support workforce management decisions
  • Collaborate with stakeholders to provide valued consultative advice and analytic support to advance growth and profitability initiatives
  • Develop and maintain dashboards and scorecards to provide management with quantifiable gauges of business results and impact of plans and tactical initiatives
  • Oversee the workforce management tool with statistical data to ensure accurate forecasts and administer individual access rights
  • Partner with IT and senior management to develop data governance models and data warehouse assets
  • Develop, review, analyze, and interpret departmental statistical and performance reports to ensure that employees are performing at optimum levels
Requirements:
  • Bachelor's Degree in Business Administration or related field, or 5 years equivalent work experience in lieu of degree
  • 7+ Years of experience in analytics, including design & implementation of metrics to support & optimize business objectives directly aligned to the specific duties of this role
  • 3+ years of managerial, supervisory, and/or demonstrated leadership experience
  • Experience in a multi-skill, multi-site call/contact center operation is required
Preferred Qualifications:
  • Five (5) or more years of healthcare call center experience working in a health care delivery setting
  • Proficient in microcomputer applications (Microsoft Word, Excel, PowerPoint, Visio)
  • Having experience with Genesys Cloud or other Workforce Management tools or software (Verint, Aspect, Nice, etc.) is highly preferred

We offer a competitive compensation package, including a 401(k) Savings Plan with Company Match and Profit Sharing, Flextime and Work-at-Home Options, Benefits & Wellness Program including generous Time Off, and Impact on the communities we service.



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