Emory Healthcare
Director, Contact Center Workforce Management
Emory Healthcare, Atlanta, Georgia, United States, 30349
Director, Contact Center Workforce Management Join to apply for the
Director, Contact Center Workforce Management
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Emory Healthcare Director, Contact Center Workforce Management 1 day ago Be among the first 25 applicants Join to apply for the
Director, Contact Center Workforce Management
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Emory Healthcare Overview
Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below.
Benefits
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be . We provide: Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more
Overview
Be inspired . Be rewarded. Belong. At Emory Healthcare.
Benefits
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be . We provide:
Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more
Description
Overview:
The Director, Contact Center Workforce Management is responsible for leading, developing, and optimizing workforce management operations within the contact center. This role is accountable for strategic workforce planning, forecasting, scheduling, and real-time management to ensure consistent operational performance and exceptional patient experience. The Director partners with contact center leadership to design and implement workforce strategies that support Emory's business goals and performance standards. This position requires strong leadership, data-driven decision-making, excellent communication, and the ability to drive operational improvements in a dynamic environment.
Primary Duties And Responsibilities
Workforce Planning: Design, implement, and manage workforce management strategies that ensure proper staffing levels to meet service demand. Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations. Data Analytics: Leverage data analytics and historical trends to forecast call volumes and staffing requirements. Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization. Operational Efficiency: Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall patient and employee experience. Collaborate with operational leadership to establish standardized workforce management policies and procedures. Technology Integration: Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency. Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations. Performance Monitoring: Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity. Provide actionable insights and recommendations based on performance data to drive operational success. Leadership and Collaboration: Partner with contact center directors and cross-functional leaders to ensure workforce management strategies align with departmental and organizational goals. Lead and mentor workforce management team members, fostering a culture of accountability, continuous learning, and operational excellence.
Minimum Qualifications
Education: Bachelor's degree in Business, Human Resource Management, Healthcare Administration, or related field. Experience: Minimum of 6 years of relevant experience with at least 4 years in a management or leadership role. Skills: Strong expertise in workforce management systems, forecasting, and scheduling processes. Experience with contact center operations and performance management. Proficient in using workforce management software (e.g., Genesys, NICE, Verint, or similar platforms). Analytical thinking and ability to translate data into actionable workforce plans. Strong leadership, communication, and problem-solving abilities.
Preferred Qualifications
Education: Master's degree in Business, Human Resource Management, Healthcare Administration, or related field. Experience: 8+ years of experience with at least 6 years in a leadership position overseeing workforce management in a contact center or healthcare environment. Skills: Experience leading large-scale workforce management operations. Knowledge of advanced analytics, AI-driven forecasting, and workforce optimization technologies. Demonstrated success driving cross-functional workforce management initiatives. Knowledge, Skills, and Ability Requirements: Proven ability to lead workforce teams in complex, fast-paced environments. Ability to manage multiple priorities and projects with competing deadlines. Strong collaboration and interpersonal skills to work effectively across all levels of the organization.
Additional Details
Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.
Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org . Please note that one week's advance notice is preferred.Seniority level
Seniority levelDirector Employment type
Employment typeFull-time Job function
Job functionOther IndustriesHospitals and Health Care Referrals increase your chances of interviewing at Emory Healthcare by 2x Sign in to set job alerts for “Contact Center Director” roles. Atlanta, GA $165,000.00-$190,000.00 1 week ago Technical Director - Operational and Technical Due Diligence Atlanta, GA $175,000.00-$195,000.00 2 weeks ago Director of Operations - Military Housing Atlanta, GA $150,000.00-$200,000.00 1 day ago Atlanta, GA $150,000.00-$200,000.00 1 month ago User Experience Director- Design Operations, Insights, and Associate ExperienceDirector Physician Practice Operations 2Global IT Director - Cloud Financial OperationsDirector of Operations, Mission Critical, ConstructionDirector of Operations, Mission Critical, Construction We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Director, Contact Center Workforce Management
role at
Emory Healthcare Director, Contact Center Workforce Management 1 day ago Be among the first 25 applicants Join to apply for the
Director, Contact Center Workforce Management
role at
Emory Healthcare Overview
Is this the next step in your career Find out if you are the right candidate by reading through the complete overview below.
Benefits
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be . We provide: Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more
Overview
Be inspired . Be rewarded. Belong. At Emory Healthcare.
Benefits
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be . We provide:
Comprehensive health benefits that start day 1 Student Loan Repayment Assistance & Reimbursement Programs Family-focused benefits Wellness incentives Ongoing mentorship, development, and leadership programs And more
Description
Overview:
The Director, Contact Center Workforce Management is responsible for leading, developing, and optimizing workforce management operations within the contact center. This role is accountable for strategic workforce planning, forecasting, scheduling, and real-time management to ensure consistent operational performance and exceptional patient experience. The Director partners with contact center leadership to design and implement workforce strategies that support Emory's business goals and performance standards. This position requires strong leadership, data-driven decision-making, excellent communication, and the ability to drive operational improvements in a dynamic environment.
Primary Duties And Responsibilities
Workforce Planning: Design, implement, and manage workforce management strategies that ensure proper staffing levels to meet service demand. Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations. Data Analytics: Leverage data analytics and historical trends to forecast call volumes and staffing requirements. Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization. Operational Efficiency: Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall patient and employee experience. Collaborate with operational leadership to establish standardized workforce management policies and procedures. Technology Integration: Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency. Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations. Performance Monitoring: Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity. Provide actionable insights and recommendations based on performance data to drive operational success. Leadership and Collaboration: Partner with contact center directors and cross-functional leaders to ensure workforce management strategies align with departmental and organizational goals. Lead and mentor workforce management team members, fostering a culture of accountability, continuous learning, and operational excellence.
Minimum Qualifications
Education: Bachelor's degree in Business, Human Resource Management, Healthcare Administration, or related field. Experience: Minimum of 6 years of relevant experience with at least 4 years in a management or leadership role. Skills: Strong expertise in workforce management systems, forecasting, and scheduling processes. Experience with contact center operations and performance management. Proficient in using workforce management software (e.g., Genesys, NICE, Verint, or similar platforms). Analytical thinking and ability to translate data into actionable workforce plans. Strong leadership, communication, and problem-solving abilities.
Preferred Qualifications
Education: Master's degree in Business, Human Resource Management, Healthcare Administration, or related field. Experience: 8+ years of experience with at least 6 years in a leadership position overseeing workforce management in a contact center or healthcare environment. Skills: Experience leading large-scale workforce management operations. Knowledge of advanced analytics, AI-driven forecasting, and workforce optimization technologies. Demonstrated success driving cross-functional workforce management initiatives. Knowledge, Skills, and Ability Requirements: Proven ability to lead workforce teams in complex, fast-paced environments. Ability to manage multiple priorities and projects with competing deadlines. Strong collaboration and interpersonal skills to work effectively across all levels of the organization.
Additional Details
Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.
Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org . Please note that one week's advance notice is preferred.Seniority level
Seniority levelDirector Employment type
Employment typeFull-time Job function
Job functionOther IndustriesHospitals and Health Care Referrals increase your chances of interviewing at Emory Healthcare by 2x Sign in to set job alerts for “Contact Center Director” roles. Atlanta, GA $165,000.00-$190,000.00 1 week ago Technical Director - Operational and Technical Due Diligence Atlanta, GA $175,000.00-$195,000.00 2 weeks ago Director of Operations - Military Housing Atlanta, GA $150,000.00-$200,000.00 1 day ago Atlanta, GA $150,000.00-$200,000.00 1 month ago User Experience Director- Design Operations, Insights, and Associate ExperienceDirector Physician Practice Operations 2Global IT Director - Cloud Financial OperationsDirector of Operations, Mission Critical, ConstructionDirector of Operations, Mission Critical, Construction We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr