Manager, Contact Center Operations (Workforce enablement, engagement & insights)

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

Position Summary

The Manager, Contact Center Operations leads workforce planning, real-time management, service-level performance, contact center analytics, and incentive administration. The role converts demand forecasts and business requirements into effective staffing and scheduling strategies, actively manages intraday performance, and provides actionable insights that improve operational efficiency and the member experience. The manager builds strong partnerships across Operations, Information Technology, and other business units while developing a high-performing workforce management and analytics function.

Core Functions & Accountability

• 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, measurement, and governance of agent incentive programs.
• Real-time management of volume, staffing, adherence, and intraday recovery actions.
• Service-level attainment through proactive planning, active monitoring, and corrective action.

Forecasting, Capacity Planning & Scheduling

• Develop and maintain short-term and long-term contact-volume forecasts across all queues and channels.
• Analyze historical trends, seasonality, business drivers, and planned initiatives to produce actionable staffing requirements.
• Create and optimize schedules that align staffing with forecasted demand and service-level targets.
• Oversee shift bids, time-off planning, holiday schedules, shrinkage assumptions, and capacity scenarios.
• Identify workforce risks and recommend hiring, staffing, scheduling, or workload adjustments.

Real-Time Management & Service-Level Attainment

• Lead the real-time management function, including monitoring contact volumes, staffing, schedule adherence, queue conditions, and service-level performance.
• Direct intraday staffing actions and communicate recovery plans to operational leadership when performance deviates from plan.
• Establish operating rhythms, escalation thresholds, and decision protocols that support consistent service-level attainment.
• Conduct root-cause analysis of service-level and workforce performance variances and drive corrective actions.

Contact Center Analytics & Performance Insights

• Produce and govern daily, weekly, and monthly reporting for forecast accuracy, staffing efficiency, adherence, occupancy, service levels, and other operational measures.
• Translate contact center data into clear insights, risks, trends, and recommendations for leaders and business partners.
• Improve reporting consistency, metric definitions, data quality, and the accessibility of operational information.
• Partner with stakeholders to develop analyses that support workforce decisions, operational planning, and continuous improvement.

Incentive Administration

• Administer contact center incentive programs in alignment with approved program rules, eligibility requirements, and performance measures.
• Coordinate incentive-period setup, participant tracking, results validation, and reporting.
• Maintain clear controls and documentation to support accurate and consistent incentive outcomes.
• Evaluate program results and provide recommendations that strengthen participation, performance impact, and administrative efficiency.

Leadership, Systems & Cross-Functional Partnership

• Manage, coach, and develop workforce management team members.
• Optimize workforce management tools, reporting solutions, and related operating processes.
• Serve as a key liaison among Workforce Management, Contact Center Operations, Information Technology, Human Resources, Finance, and other business units.
• Establish clear procedures, documentation, quality controls, and backup coverage for critical workforce and reporting activities.
• Support outbound enrollment campaign planning and monitoring to promote timely completion within established service-level guidelines.

Qualifications

• Bachelor's degree in Business, Statistics, Operations Management, Analytics, or a related field, or equivalent professional experience.
• Five or more years of workforce management experience in a contact center environment, including forecasting, scheduling, and real-time management.
• Experience using workforce management platforms and contact center reporting or analytics tools.
• Strong analytical capability with demonstrated experience interpreting complex operational data and converting findings into sound business decisions.
• Experience leading and developing workforce management, real-time, or analytics professionals.
• Working knowledge of service-level planning, staffing models, schedule adherence, occupancy, shrinkage, and forecast accuracy.
• Experience administering performance-based programs or incentives is preferred.
• Excellent communication, leadership, stakeholder-management, and problem-solving skills.
• Ability to operate effectively under pressure, balance