National Workforce Manager Position

7 days ago


Denver, Colorado, United States Global Medical Response Inc Full time

About Global Medical Response Inc

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We are a leading provider of emergency and patient relocation services, dedicated to delivering compassionate medical care. Our mission is to make a meaningful impact on our customers and employees.

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Job Summary

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The National Workforce Manager plays a critical role in collaborating with Contact Center leadership to develop strategic plans, ensuring optimal performance statistics while maintaining cost-effectiveness. This position oversees the administration and maintenance of contact center technologies, performance reporting, and workforce management.

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Key Responsibilities:

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* Collaborate with Contact Center leaders to drive strategic planning and execution of corporate Contact Center operations.

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* Oversee and manage Contact Center support services, including administration and maintenance of contact center technologies.

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* Develop and maintain reporting methodologies to convey departmental performance data for Contact Center leadership across multiple sites.

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* Provide insight and feedback regarding financial oversight, including cost per contact, roll rate, staffing, and overall budgetary impact.

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Requirements:

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* Minimum 2 years Workforce and/or Performance Management experience in a call center environment.

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* Proficient experience with workforce management software and processes, preferably NICE IEX WFM application.

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* Expert-level data analysis and reporting capability.

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* Strong oral and written communication, presentation, analytical, and organizational skills.

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Benefits:

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As a valued member of our team, you will enjoy comprehensive benefits, including medical, vision, dental, 401k, disability, FSA, HSA, EAP, vacation, and paid time off. We are an Equal Opportunity Employer, committed to supporting veterans and providing reasonable accommodations for individuals with a disability.

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Salary Range: $90,000 - $110,000 DOE



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