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Workforce Management Manager

ManagerManagerFull TimeRemoteTeam 5,001-10,000Company Site LinkedIn

Location

Arizona + 8 more

Posted

5 days ago

Salary

Not specified

Bachelor Degree5 yrs expEnglishAWS

Job Description

• Monitor real-time staffing, queue performance, and agent adherence, and recommend or implement intraday staffing adjustments. • Track and report key workforce and contact center metrics, including service level, ASA, abandonment rate, AHT, occupancy, shrinkage, adherence, forecast accuracy, and staffing variance. • Produce recurring workforce reporting and analytics that support operational decisions, leadership visibility, and client experience improvements. • Partner closely with Nurse Triage and Patient Access Operations, Quality, and Training to support ongoing optimization and continuous improvement efforts.

Job Requirements

5+ years of workforce management experience in a call center environment.
Management experience leading or overseeing workforce planning, scheduling, or intraday functions.
Bachelor's degree in Business, Analytics, Operations, Healthcare Administration, or related field (or equivalent experience).
Experience supporting remote and or 24/7 contact center operations.
Strong analytical skills with a proven ability to translate data into operational improvements.
Advanced Excel proficiency and experience building reports and dashboards.
Ability to manage multiple priorities in a fast-paced environment.
Required hands-on experience with Calabrio and AWS (contact center analytics and WFM tools).
Experience in healthcare environments.