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Workforce Management Manager at AdaptHealth, Remote (Global)

We are seeking a dedicated and experienced Workforce Management Manager to oversee our daily operations, ensuring exceptional customer and employee experiences. This role is pivotal in delivering real-time management to optimize resources and achieve our business objectives. The ideal candidate will lead all technology efforts for Call Center Operations and act as a liaison between Operations and IT Telecom.

Responsibilities:

• Oversee daily workforce management efforts to enhance customer and employee experiences.
• Deliver real-time (intra-day) management to optimize resource allocation.
• Lead technology initiatives for Call Center Operations, ensuring alignment with business goals.
• Act as a liaison between Operations and IT Telecom to drive efficiencies.
• Collaborate with outsourced call center operations and IT teams to maintain a cohesive multi-site environment.
• Ensure compliance with client SLAs and requirements.
• Administer dialer campaigns monitoring call campaigns using available resources and maintaining records of daily dialer downloads to ensure that the efficiency of the outbound calling is not affected.
• Demonstrate strong planning capabilities to support operational objectives.

Skills and Qualifications:

• Proven experience in workforce management, preferably in a call center environment.
• Strong understanding of call center operations and technology.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Experience in managing multi-site operations.
• Strong leadership and team management skills.
• Proficient in workforce management software and tools.

We welcome applicants from diverse backgrounds and experiences to apply for this exciting opportunity to make a significant impact in our organization.

Requirements

Leadership:

• Recruit, hire, train and manage a team of WFM analysts for real time and forecasting and planning.
• Liaison between the business and technology for all telecom implementations.
• Assist in working with outsource partners from a telephony perspective ensuring compliance with processes and procedures
• Monitor the utilization of contact center processes across multiply platforms to ensure optimization across all sites (including outsourcers), this could also include other media types such as email, chat, and SMS (text).
• Analyze workload of the teams, ensuring the most effective staffing throughout the day including a process to request additional support during high demand periods.
• Maintain communication with all site leaders and other functional areas regarding contact center initiatives
• Assist in analyzing, resolving, and communicating telephony issues (including outsourcer)
• Oversee and act as the liaison between Operations and Telecom, gathering and communicating impact of telephony changes and or issues. Establishing proper communication on impacts to service levels, agent processes, customer impacts, etc. Assist in root cause and preventative action plans as needed. Assist in preparing client communication related to outages, when needed
• Be the catalyst for new ideas, presenting to leadership advancements in call center technology which will benefit customer experience and or efficiencies
• ACT as first point of contact for all disaster recovery telephony execution processes across multiple lines of businesses, supporting multiple clients and various hours of operations.

Planning:

• Generates and evaluates staffing schedules and ensures data updates into scheduling system.
• Generates short and long-term staffing models and provides recommendations based on analysis.
• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
• Compares results to forecast and identify opportunities for improvement.
• Provide daily/intra-day performance reports to leadership.
• Other related duties as assigned.
• Meet monthly with key business leaders to review call center metrics, staffing, new business drives that could impact call volumes and staffing with review of attrition and new hire recruitment.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness
• Ensures that all reports originating from the department are accurate and reliable.
• Helps with the integration and implementation of new call center technologies.
• Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Dialer Management:

• Responsible for daily management of the phone system, including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call. The objective is to develop and optimize staffing resources while maximizing technology.

Real Time Monitoring:

• Provide real-time monitoring via available tools (Genesys Cloud.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Facilitates real-time discussions with necessary stakeholders.
• Updates exceptions into WFM tool for accurate accounting of all off time activity.
• Competency, Skills and Abilities:
• Strong leadership, diplomatic and motivational skills including the ability to lead up, across and down multiple business and technology organizations
• Ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence
• Excellent communication (written, verbal and presentation) and interpersonal skills with the ability to influence and gain buy-in from executive sponsors, team members, stakeholders, and peers
• Self-motivated, decisive, with the ability to adapt to change and competing demands
• Intermediate level of proficiency with MS Project, Excel, Visio, PowerPoint, Wrike PM Solution, and SharePoint with experience presenting to stakeholders and / or Senior Leadership
• Ability to comprehend new concepts, be curious for the possibilities, execute and document ideas and concepts with minimal day-to-day direction
• Forward thinking individual that has a balance of practical hands-on technical and business process

Education and Experience Requirements:

• 3 years of experience leading telephony initiatives in a multi-site contact center telephony environment on multiple platforms with a focus on WFM functions (specifically real-time management/planning or scheduling) in a multi-department/site contact center environment required.
• 2 years of experience in a management/Supervisor role
• Experience working with outsourced partners
• Understanding of overall operational activities including phone, email, chat, community, and social media support
• Strong working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner.
• Capacity Planning experience is preferred.
• Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
• Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, Genesys etc.) that includes real-time adherence preferred.

Physical Demands and Work Environment:

• Must be able to bend, stoop, stretch, stand, and sit for extended periods.
• Ability to perform repetitive motions of wrists, hands and/or fingers due to extensive computer use.
• Work environment may be stressful at times, as overall office activities and work levels fluctuate.
• Subject to long periods of sitting and exposure to computer screen.
• Physical and mental ability to analyze data and mental alertness and the ability to properly treat confidential information.
• Mental ability to demonstrate decisiveness in resolving business problems, making decisions, and identifying priorities
• Excellent ability to communicate both verbally and in writing
• Must be able to travel as needed