Job Openings

Workforce Management Manager

Job ID: BH399996

Category: Call Center, Operations, Customer Service

Specialty: Other

The Workforce Management Manager reports to the Director, Patient Service Center or designee. Responsible for providing leadership and strategic direction for the Workforce Management organization and will be responsible for all aspects of workforce management in our Service Center, including long-term operations capacity planning, processes, tool development, creating agent schedules, etc., to optimize the Service Center’s staffing strategy and overall Service Center performance. Provide leadership and direction for multiple functional areas. Manage professionals at supervisor and professional levels. Ensure appropriate resources to achieve financial and business objectives. Influences, shapes, and integrates strategy for functional area(s). 

1.  Direct, supervise and coordinate assigned personnel and activities including responsibility for employee performance evaluations, scheduling, orientation and training.  Make effective recommendations on assigned employee hiring, merit increases, promotion, separation, transfer, discipline and other similar personnel action recommendations.  Counsel assigned employees as needed.  Provide and/or make recommendations for staff members’ continuing education and professional development. Assure conformance to all safety requirements and practices by assigned personnel. 

2.  Develop and lead the workforce management strategy for the Service Center.  Develop and execute a WFM strategy that aligns with the goals and performance expectations of our Service Center.  Investigate, evaluate and help implement Workforce Management tools and telephony functionality as required.  Develop a roadmap to leverage technology to advance the WFM capabilities/efficiencies.  Leverage industry best practices or innovations to determine processes and tools required to maximize the function.  Provide clear and concise direction for workforce management in a rapidly changing environment.

3.  Allocate resources efficiently to support optimal staff performance and meet consumer call demand.  Oversee scheduling, forecasting, and real-time call flow for multi-lingual, multi-channel services in the Service Center.  Monitor multi-site, real-time call traffic/volume from multiple queues, respond to spikes in call volume and secure all Service Center resources for the duration of the spike.  Measure call volume trends and suggest resource allocation changes to Service Center Leadership.  Develop contingency plans for the Service Center staffing.

4.  Effectively leverage data analytics to inform strategic business decisions.  Identify, create and provide reports and analysis to Service Center leadership on ongoing basis.  Drive awareness and accountability for key factors impacting service performance.  Partner with Service Center management to develop initiatives based on trends in the data.  Manage continuous improvement activities that drive stronger performance and better consumer experience at lower costs.

5.  Effectively coordinate and collaborate with cross-functional teams to drive Service Center performance. 

Work with cross-functional leaders, such as Operations, Finance, HR, to achieve service, cost and team member objectives through efficient staffing, scheduling, training and communication.  Communicate trends and feedback to other departments as appropriate.

Education and/or Experience: Bachelors’ degree preferred.  Minimum 5 years management experience in service center operations; Minimum 8 years of experience with Workforce Management protocols and tools (i.e,. Verint, Calabrio, Aspect, Nice, etc.) and ACD technology (i.e. Avaya, Cisco, etc.). Experience with standing up a WFM department, including capacity planning, scheduling in real-time, schedule adherence, shrinkage, etc. and hands-on knowledge of either new vendor installation or conversion. Direct/hands-on expertise in capacity modeling, workforce management tools and operational planning methodologies. Proven experience in leading workforce management team in a multi-site, state of the art contact center structure and a centralized WFM environment is a plus. Skilled in negotiations and consensus building. Possess expert analytical, problem solving and decision-making skills. Use data/analytics to get to root cause/improvement opportunities. Demonstrated understanding of interdependency between the staffing processes, and systems and how they link to high service and lowest total cost. Proficient project planning skills, including the ability to organize, prioritize and control job responsibilities to meet deadlines in an environment with overlapping and potential conflicting priorities.

The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Type: Direct

Location: Fairhaven, Massachusetts