Contact Center Ops Leader:Forecasting & Real-Time Analytics

PrudentRx; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

PrudentRx is seeking a Manager, Contact Center Operations to lead workforce planning, real-time management, analytics, and incentive administration. You will translate forecasts into staffing, monitor intraday performance, and drive improvements in efficiency and member experience.

The role partners across Operations, IT, and other business units to build a high-performing workforce management and analytics function, overseeing engagement, governance, and performance programs.

Qualifications

• Bachelor's degree in Business, Statistics, Operations Management, Analytics, or related field (or equivalent professional experience).
• 5+ years of workforce management experience in a contact center environment.
• Experience using workforce management platforms and contact center reporting/analytics tools.
• Strong analytical capability and ability to translate data into business decisions.
• Experience leading and developing WFM/real-time/analytics professionals.
• Knowledge of service-level planning, staffing models, schedule adherence, occupancy, and forecast accuracy.
• Experience administering performance-based programs or incentives is preferred.
• Excellent communication, leadership, stakeholder-management, and problem-solving skills.

Responsibilities

• Forecasting and scheduling across contact center queues and channels.
• Service-level planning and end-to-end workforce management.
• Contact center analytics, reporting, and operational insights.
• Administration and governance of agent incentive programs.
• Real-time management of volume, staffing, adherence, and intraday recovery actions.
• Maintain operating rhythms and escalation thresholds to support service-level attainment.
• Lead real-time management and communicate recovery plans when performance deviates.
• Conduct root-cause analysis of service-level and workforce performance variances.

Skills

Leadership

Stakeholder management

Problem solving

Communication

Analytical thinking

Education

Bachelor's degree or equivalent

Tools

Workforce management software

Job description

PrudentRx is seeking a Manager, Contact Center Operations to lead workforce planning, real-time management, analytics, and incentive administration. You will translate forecasts into staffing, monitor intraday performance, and drive improvements in efficiency and member experience.

The role partners across Operations, IT, and other business units to build a high-performing workforce management and analytics function, overseeing engagement, governance, and performance programs.