Automated Health Systems is hiring: Call Center Workforce Manager in Tallahassee

Overview

Automated Health Systems, a dynamic healthcare company, is looking to hire a Call Center Workforce Manager to join its team in Tallahassee, Florida. This position is onsite in Tallahassee, Florida.

GENERAL FUNCTION:

The Call Center Workforce Manager will oversee the workforce management functions within the Florida Unified Operations Call Center, ensuring optimal staffing levels, effective scheduling, and efficient resource allocation. This role involves analyzing call center metrics to forecast demand, manage schedules, and provide strategic insights to enhance service levels and operational efficiency. The ideal candidate will have a strong background in workforce management, data analysis, and team leadership.

Job Responsibilities

• Workforce Planning: Develop and implement short-term and long-term workforce strategies to align with call center goals and service level agreements (SLAs).
• Scheduling: Create and maintain effective schedules based on call volume forecasts, agent availability, and operational needs to ensure adequate coverage during peak and off-peak hours.
• Forecasting: Analyze historical data and market trends to accurately forecast call volume and staffing requirements, adapting plans as necessary to meet fluctuating demands.
• Performance Analysis: Monitor key performance indicators (KPIs) and service metrics, providing regular reports and insights to management regarding staffing efficiency, call volume trends, and team performance.
• Reporting: Prepare and deliver regular reports on workforce performance, SLA adherence, and areas for improvement, using data visualization tools as needed for clarity.
• Collaboration: Work closely with call center leadership, human resources, and training teams to ensure smooth onboarding of new staff and ongoing development of existing team members.
• Technology Utilization: Leverage workforce management software and tools to optimize scheduling processes, track agent performance, and enhance overall productivity.
• Continuous Improvement: Identify opportunities for process improvements and implement strategies to enhance workforce management effectiveness and operational performance.
• Team Leadership: Mentor and train workforce management staff, fostering a collaborative environment focused on achieving goals and improving service delivery.

Education Requirements

• Bachelor’s degree in Business Administration, Management, or a related field; master’s degree preferred
• 3-5 years of experience in workforce management within a call center environment
• Strong analytical skills with the ability to interpret data and translate it into actionable recommendations.
• Proficiency in workforce management software and tools (e.g., Five9, Genesys, or other scheduling software).
• Excellent communication and interpersonal skills, with the ability to effectively engage and motivate teams.
• Knowledge of call center metrics, performance indicators, and best practices.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and projects simultaneously.
• Proven problem-solving skills and a proactive approach to managing challenges.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting