Automated Health Systems
GENERAL FUNCTION :
The Workforce Manager is responsible for call forecasting for the Florida Unified Operations Center to ensure an efficient workload and workforce balance while meeting all SLAs. This position is responsible for leveraging industry leading processes and technology to drive workforce decision making to enhance overall beneficiary experience. The Workforce Manager oversees and maintains the Workforce Management Platform for forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call center statistics (e.g., volumes, schedule adherence, and SLA achievement). The Workforce Manager coordinates with the Contact Center Director to make recommendations to assist in achieving SLAs and make recommendations regarding team resources ensuring that appropriate productivity levels are maintained within the team. The Workforce Manager identifies and researches SLA risks for problem resolution and management notification. This position leverages and manages historical data to develop educated assumptions for planned initiatives when needed. This position is based in the Tallahassee area office. The Workforce Manager is responsible for the creation of call flow scripts.
Please make sure you read the following details carefully before making any applications.
JOB REQUIREMENTS: Excellent interpersonal communication skills (verbal and written). Professional ability to communicate with all staff. Requires excellent organizational skills with strong attention to detail. Must have a strong understanding of call center operations, telecommunications systems, and ACD-skills based routing (preferably Five9). Must be highly organized with strong attention to detail and demonstrated organizational and analytical skills. Strong Excel skills are required with demonstrated proficiency with Word and PowerPoint
EXPERIENCE/SKILLS: A minimum of five years’ experience in statistical and forecasting experience in a customer-focused or comparable environment is preferred. Prior experience with Five9 & Genesys a plus. Excellent interpersonal communication skills (verbal and written). Professional ability to communicate with all staff. Requires excellent organizational skills with strong attention to detail. Must have a strong understanding of call center operations, telecommunications systems, and ACD-skills based routing (preferably Five9). Must be highly organized with strong attention to detail and demonstrated organizational and analytical skills. Strong Excel skills are required with demonstrated proficiency with Word and PowerPoint. Must have a working knowledge of Five9, Genesys, Blue Pumpkin, Aspect, or other scheduling software.
EDUCATION REQUIREMENTS: Bachelor’s Degree preferred in a healthcare or social sciences related field is preferred, although commensurate work experience will be considered.
Please make sure you read the following details carefully before making any applications.
JOB REQUIREMENTS: Excellent interpersonal communication skills (verbal and written). Professional ability to communicate with all staff. Requires excellent organizational skills with strong attention to detail. Must have a strong understanding of call center operations, telecommunications systems, and ACD-skills based routing (preferably Five9). Must be highly organized with strong attention to detail and demonstrated organizational and analytical skills. Strong Excel skills are required with demonstrated proficiency with Word and PowerPoint
EXPERIENCE/SKILLS: A minimum of five years’ experience in statistical and forecasting experience in a customer-focused or comparable environment is preferred. Prior experience with Five9 & Genesys a plus. Excellent interpersonal communication skills (verbal and written). Professional ability to communicate with all staff. Requires excellent organizational skills with strong attention to detail. Must have a strong understanding of call center operations, telecommunications systems, and ACD-skills based routing (preferably Five9). Must be highly organized with strong attention to detail and demonstrated organizational and analytical skills. Strong Excel skills are required with demonstrated proficiency with Word and PowerPoint. Must have a working knowledge of Five9, Genesys, Blue Pumpkin, Aspect, or other scheduling software.
EDUCATION REQUIREMENTS: Bachelor’s Degree preferred in a healthcare or social sciences related field is preferred, although commensurate work experience will be considered.