Director of Workforce Management and Capacity Planning - Philadelphia, PA

Only for registered members Philadelphia, PA, United States

1 month ago

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Job summary

The Director of Workforce Management will provide strategic leadership and long-term planning for all Payer WFM programs supporting multi-site, multi-channel and Global contact center operations.

Responsibilities

  • Develop enterprise workforce management vision strategy operating model forecasting staffing capacity planning scheduling intraday management across channels.
  • Create dynamic capacity models incorporating growth projections seasonal cyclical patterns product roadmap changes financial targets personnel types retrieval methods.

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