Manager Workforce National

Job Description :

Manager Workforce National

Remote

Annual Compensation : $90,000 - $110,000 DOE

Why Choose GMR? Global Medical Response (GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services.

Here youll embark in meaningful work that will make an impact on you and the customers we service. View our employees stories on how we provide care to the world at www.AtaMomentsNotice.com.

The Manager Workforce National collaborates with Contact Center leadership in strategic planning and execution of corporate Contact Center operations.

This role includes oversight and management of Contact Center support services including administration and maintenance of contact center technologies, performance reporting and related data analysis, workforce management and planning.

All efforts are relative to development and support of performance expectations and customer Service Level Agreements (SLA), which drive customer satisfaction and revenue generation.

Critically essential to this position is the ability to effectively establish, recruit and develop a team of professionals skilled at assessing and addressing operational necessities on a near and long-term basis.

Central to this team is the ability to recognize and address emergent issues within the inbound contact traffic while concurrently assessing resource needs and fiscal responsibility.

Support extends across all contact centers within the corporation as well as other departments that may benefit from access to data and subject matter expertise in analysis.

In addition to those duties cited herein, the Manager will be responsible for the development and maintenance of reporting methodologies conducive to the succinct and meaningful conveyance of all aspects of departmental performance for Contact Center leadership across multiple sites.

This includes reporting performance data for varying Service Level Agreements across the customer base.

Summary / Responsibilities :

Collaborate with Contact Center leaders to develop comprehensive and functional strategic plans aimed at attaining optimum performance statistics while maintaining an aggressive approach to cost maintenance / reduction.

Ability to delegate and monitor assignments to team members

Consistent communication with team members and leadership in order to establish and reinforce staffing plans.

Development of both near and long-term staffing and scheduling strategies for optimum Contact Center performance.

Provide insight and feedback regarding financial oversight, i.e., cost per contact, roll rate, staffing and overall budgetary impact(s).

Develop Workforce Management support staff to manage Contact Center performance as well as the compilation and distribution of performance reports.

Provide guidance and expertise in the development, revision, and distribution of functional reporting mechanisms for all performance aspects of the contact centers.

Develop and maintain report formatting and data presentation to conform to corporate reporting standards at all levels.

Utilize analysis opportunities based on all available data to support the development of opportunities for process, performance, and efficiency improvements

Develop qualitative statistical analysis of available data to promote performance improvement in support of SLA, expectations, and strategy.

Serve as operational administrator for WFM software and related contact center applications.

Coordinate information technology resources in support of contact center needs.

Collaborate with other leaders to maximize opportunities for employee training, special projects, meetings and use of personal and voluntary time off.

Develop and maintain a strong and productive relationship with corporate, information technology, customer, and vendor contacts.

Promote a positive and energetic image regarding the changing business practices related to the Contact Centers.

Ensure department business is carried out in an efficient and professional manner.

Support of corporate compliance programs and maintain confidentiality of corporate information.

Qualifications :

Minimum 2 years Workforce and / or Performance Management experience in a call center environment.

Must have proficient experience regarding budgeting overview and the relationship between workforce management and cost impact analysis.

Experience with workforce management software and processes. Knowledge of NICE IEX WFM application is preferred.

Expert level data analysis and reporting capability.

Proficient experience with Microsoft Office programs including Outlook, Word, Excel, PowerPoint, and Visio, is required.

Experience with contact center telephony and similar technologies including, but not limited to contact recording and automatic call distribution (ACD) or multi-channel contact routing platforms.

Knowledge of Avaya ACD is preferred.

Bachelors Degree in science related field with an emphasis on project management and data analysis or equivalent career experience with direct exposure to contact center staffing and technologies supporting forecasting and scheduling is required.

Strong oral and written communication, presentation, analytical, and organizational skills

Candidate must be extremely detail oriented and have the ability to plan, organize, and execute multiple projects with timeliness and accuracy.

In depth knowledge of all phases of Workforce Management including planning, forecasting, scheduling, and real-time intra-day functions.

Solid knowledge of contact center principles and performance metrics / reporting

Ability to identify and resolve issues in a highly technical environment

Knowledge of relational databases, database theory, and querying tools

Must be able to communicate effectively, in both written and oral forms

Must have interpersonal skills to deal effectively with all business contacts

Must possess strong operational and analytical skills

Able to interact with persons at all levels of the organization

Excellent organizational skills with the ability to work under time constraints on multiple projects in a fast-paced environment

Must be self-motivated; ability to start and finish projects with limited supervision.

The application window for this position is anticipated to close on October 1, 2024.

Learn how our values are at the core of our services and vital to how we approach care and check out our comprehensive benefit options at GlobalMedicalResponse.com / Careers.?

EEO Statement :

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.

More Information about this Job :

Check out our careers site benefits page to learn more about our comprehensive benefit options, which include medical, vision, dental, 401k, disability, FSA, HSA, EAP, vacation and paid time off.