
Workforce Optimization Manager
5 days ago
About This Role:
- This job is responsible for developing capacity plans and optimizing schedules using workforce management tools.
- The role involves designing and managing support channel solutions, like IVR and call routing systems.
- You will be required to monitor real-time operational performance and drive improvements in schedule adherence.
- Additionally, you will need to create and maintain business intelligence dashboards and reports to inform leadership decisions.
Main Responsibilities:
- Analyze volume trends and develop statistical models for demand forecasting.
- Conduct periodic audits on system access and ensure compliance remediation.
- You will manage commercial billing processes and coordinate with service providers.
- Lead, coach, and mentor a team of workforce management specialists, setting measurable goals and tracking performance.
Required Skills and Qualifications:
- Excellent analytical skills, including the ability to analyze volume trends and develop statistical models.
- Strong problem-solving skills, with the ability to drive improvements in schedule adherence.
- Effective communication skills, with the ability to lead, coach, and mentor a team.
- A high degree of technical proficiency, with experience in workforce management tools.
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