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Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Summary:
The purpose of this job is to manage the Workforce department responsible for forecasting, scheduling/staffing, and real-time monitoring of accounts.
Role and Responsibilities:
Qualifications:
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
We're committed to bringing passion and customer focus to the business.
Job Summary:
The purpose of this job is to manage the Workforce department responsible for forecasting, scheduling/staffing, and real-time monitoring of accounts.
Role and Responsibilities:
- Manages WFM personnel
- Administers setup and utilization of WFM software and reporting tools
- Administers communication to and from Operations and other support departments
- Collects and analyzes and reports historical center performance statistics
- Manages long-term forecast/staff plan and leads monthly staff plan/budget meeting
- Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
- Works with training and operations to coordinate multi-skill training for existing agents
- Oversees communication to new hires on the schedule process
- Oversees short-term workload forecasting
- Oversees scheduling philosophy of schedule assignments
- Oversees proactive scheduling of discretionary activities such as training, meetings, overtime, and undertime
- Oversees intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- Oversees analysis and reporting of employee performance including schedule adherence
- Recognizes and recommends operational and support improvements
- Performs other duties that may be assigned from time to time.
Qualifications:
- At least 2 years of experience in Workforce Management, 1 year of which in a managerial capacity
- Healthcare experience is an advantage
- Knowledgeable in CMS, Blue Pumpkin Activity Manager, and any other WFM-related tools used for monitoring and data capture
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Original Title: WFM Manager
Req Id: R25_01385_0
Posted At: Tue Mar 11 2025 00:00:00 GMT+0000 (Coordinated Universal Time)