Lead, Workforce Optimization

This employee will lead day-to-day Work Force operations for the CPAP Call Centers.

Monitors and evaluates call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business

Manages abandoned calls, idle time, and other metrics related to calls

JOB FUNCTIONS

• Oversees short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence
• Oversees data collection, analysis, reporting, and intensive real-time monitoring
• Plans, manages and analyzes Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed
• Utilizes Workforce Optimization (WFO) software and/or excel to manage and improve call volume and efficiency and overall Call Center metrics
• Forecasts short and long-term staffing needs, considering contact volume and headcount requirements
• Real-time queue management of contact and associate schedule adherence (Real Time Adherence)
• Assists with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely
• Generates daily reports to show changes to productivity or performance
• Provides updates on Call Center Performance to department leaders on an intra-day and daily basis
• Collects data, analyzes and provides recommendation for improvement of Call Centers performance
• Creates and coordinates workforce improvement projects based on call center(s) performance

Qualifications Education

• Bachelor's Degree in a business-related field, Required

Work Experience

• 3- 5 Years Workforce Management in Call Centers, Required
• Background in outbound campaigns, Required
• Workforce Optimization software, Required
• Supporting Sales/Customer Service organizations -- helping support a culture ofaccountability
• Highly process oriented in creating SOPs (desirable)

Knowledge, Skills, and Abilities

• Computer proficiency, including Excel to use various tools as offered
• Organizational, planning (project management), and strong communication
• Strong process improvement and statistical analysis desired
• work across several organizations fostering a culture of trust and respect, creating strongworking relationships with Management
• Highly proficient in Excel
• Working understanding of Avaya CMS and POM desirable