Workforce Optimization Manager

2 weeks ago


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

About the Role:

The Workforce Planning Manager will play a critical role in ensuring operational readiness, responsiveness, and effectiveness across Best Buy Health's Caring Center Operations. This individual will 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.

Key Responsibilities:

  • 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.
  • Plan, draft and formalize templates for Care-centric communications; ensuring overall look and feel meet objectives with appropriate distribution methods deployed.
  • Lead, direct and develop a team providing clearly defined expectations, assigning work/tasks appropriately and assuring progress toward goals/objectives is made.

Requirements:

  • Minimum 5 years' experience in workforce management principles and best practices.
  • Minimum 3 years' experience in people leadership.
  • Advanced Excel experience.

Preferred Qualifications:

  • 7 years' experience in workforce management principles and best practices.
  • 3 years of experience in a technical capacity in a high-volume contact center environment preferred.
  • 3 Strong data analysis skills with the ability to derive actionable insights from call center metrics.
  • 1 year experience supporting an 24x7x365 operational environment.

About Us:

Best Buy Health aims to enrich and save lives through technology and meaningful connections. Our strategy focuses on three main areas: consumer health products that help customers live healthier lives, device-based emergency response services for the active aging population, and virtual care offerings that help to connect patients and physicians.

Equal Employment Opportunity:

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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