SummaryThe Director, Workforce Management will be responsible for building, managing and owning workforce management strategy, processes, development and execution of contact center service levels through maximized utilization of resources. Ongoing responsibilities will also focus on long-term operations capacity planning, processes and tool development to optimize our staffing strategy.This is a hybrid position, working from home position and in office presence is required. At this time we are seeking candidates located within comfortable driving distance of Lakeland, FL. Essential Duties and Responsibilities
- Provides strategic direction, tactical leadership for the workforce management team.
- Designs workforce processes, procedures and methodologies used for developing accurate and timely forecasts for staff and capacity planning.
- Delivers long and short term forecasts for all customer service channels with a high level of accuracy.
- Partners with stakeholders to coordinate hiring plans as needed.
- Drives cost savings initiatives for operational efficiencies including queue design, occupancy, scheduling and managing shrinkage.
- Provides budget forecasts and staffing recommendations related to new business prospects.
- Assesses and quantifies near term risk and opportunities and the impact to the business.
- Builds and maintains appropriate reporting of systems and procedures for attrition, hiring and tenure to identify trends which impact staffing, recruiting ability and staff productivity.
- Builds a high performing WFM team by hiring, training and developing talent.
Education and Experience
- Undergraduate BA/BS degree preferred
- Minimum 8-10 years of contact center workforce management experience
- Proven ability to lead a workforce management team for a multi-site contact center structure.
- Significant experience with the set-up and deployment of workforce management tools and reporting
- Strongly preferred experience in the pharmacy/healthcare call center business.
- Strong execution track record
- Proven ability to champion change and innovation, drive business transformation and operational change
Knowledge, Skills, and Abilities
- Subject matter expert with WFM and telephony tools (Cisco, Blue Pumpkin, Calbrio, IEX etc)
- Expert understanding of long and short term forecasting
- Proficient project planning skills, able to meet deadlines in an environment with overlapping and potential conflicting priorities
- Understanding of interdependency between the staffing, processes and systems and how they link to high service and lowest total cost.
- Strong analytical, verbal and written communications skills
- Ability to manage multiple, complex, on-going tasks and projects
WellDyne Can Offer You
- Medical, Dental and Vision Benefits
- Medical Savings Account Options with Company match
- 401K after 90 days of employment
- Employee Assistance Program
- Life and Supplemental insurance
- Educational Reimbursement
- Paid Time Off
Work Environment / Physical DemandsThis position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. Some travel may be required. EOE M/F/D/V