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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:
Responsible for the day-to-day execution of workforce plans. Liaise with Operations to ensure the successful implementation of workforce strategies. Effectively maintains synergy between Operations and Workforce in achieving goals.
Essential Duties & Responsibilities:
Qualifications and Requirements:
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:
Responsible for the day-to-day execution of workforce plans. Liaise with Operations to ensure the successful implementation of workforce strategies. Effectively maintains synergy between Operations and Workforce in achieving goals.
Essential Duties & Responsibilities:
- Provides guidance and leadership to WFM personnel.
- Assists the Workforce Director in achieving staffing efficiencies and other productivity metrics.
- Administers communication to and from Operations and other support departments.
- Collects and analyzes and reports historical center performance statistics
- Manages long-term and short-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
- Oversees intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements
- Manages physical seating capacity and utilization at the sites.
- Administers setup and utilization of WFM software and reporting tools.
- BCP owner from the WFM side.
- Manages training of WFM staff at the sites. Oversees training of new hires on schedule process.
- Drives process consistency and compliance with WFM-related standard operating procedures.
- Drives engagement and uplifts team belongingness among workforce management personnel supporting different programs at the site.
- Recognizes and recommends operational and support improvements.
- Performs other duties that may be assigned from time to time
Qualifications and Requirements:
- At least 3 years of experience in Workforce Management, 2-3 years of which in a managerial capacity
- Must have direct experience supporting a healthcare line of business in BPO.
- 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: Senior WFM Manager
Req Id: R25_01383_1
Posted At: Tue Mar 11 2025 00:00:00 GMT+0000 (Coordinated Universal Time)