Manager, Workforce - Clearwater, United States - Lincare Holdings Inc.

Lincare Holdings Inc. Clearwater, United States

1 day ago

Full time

Description

This employee will lead day-to-day Work Force operations for the CPAP Call Centers, monitoring and evaluating call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business. This employee will manage abandoned calls, idle time, and other specific metrics related to calls, as well as short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence. Workforce Management (WFM)

data collection, analysis, reporting, and intensive real-time monitoring

Planning, management, and analyzing of Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed

Coordination of Call Miner and ActivityTracker for improved productivity

Job Responsibilities:

Utilize Workforce Optimization (WFO) software to manage and improve call volume and efficiency and overall Call Center metrics

Forecast short and long-term staffing needs, taking into account contact volume and headcount requirements

Real-time queue management of contact and associate schedule adherence

Assist with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely

Generate daily reports to show changes to productivity or performance

Provide updates on Call Center Performance to department leaders on an intra-day and daily basis

Collect data, analyze, and provide recommendation for improvement of Call Centers performance

Create and coordinate workforce improvement projects based on call center(s) performance

Supports CADU behaviors ensuring a positive customer experience

Experience with Workforce Optimization software

Computer proficiency including Excel and ability to use various software as offered

Organizational, planning (project management), and strong communication skills

Strong background in process improvement and statistical analysis desired

Highly process oriented, with experience in creating SOPs (desirable)

Must work across several organizations, fostering a culture of trust and respect, creating strong working relationships with Management

Experience supporting Sales/Customer Service organizations -- helping support a culture of accountability

Education and Experience:

3- 5 Years Workforce Management in an Inbound and Outbound Call Center

A Bachelor's Degree in a business-related field or demonstrable equivalent experience in the workforce management field

Working knowledge of Avaya CMS and POM desirable

Physical Demands:

The employee must occasionally lift and/or move up to 10 pounds.

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