Manager, Workforce Management

AbsoluteCARE Medical Center & Pharmacy; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare organization is seeking a Workforce Management Analyst to optimize telephonic outreach teams. This remote role involves managing the Auto-Dialer system, ensuring accurate membership lists, and analyzing performance metrics to enhance productivity. The ideal candidate will have strong technical skills, experience in contact center operations, and excellent communication abilities.

Qualifications

• 3-5 years technical contact center operational experience.
• 3-5 years' experience with contact center workforce management programs.

Responsibilities

• Oversee and maintain the functionality of the Auto-Dialer system.
• Track and analyze key performance indicators related to Auto-Dialer usage.

Skills

Data Analysis

Communication

Troubleshooting

Education

Associate degree

Tools

RingCentral

Microsoft Office

Job description

Job Summary

The Workforce Management Analyst goes beyond Medicine by supporting telephonic outreach teams though management and optimization of the automated dialing system across all markets and teams, including confirmation, list and data management to improve efficiency and productivity. Additionally, this role is accountable for optimizing workforce staffing and operations to ensure team productivity and outcome metrics are achieved.

Duties and Responsibilities

• Oversee and maintain the functionality of the Auto-Dialer system.

• Ensure accurate outreach membership lists across markets and ensure loading occurs timely and accurately to achieve performance metrics.
• Track and analyze key performance indicators (KPIs) related to Auto-Dialer usage, such as call volume, call duration, and agent productivity.
• Troubleshoot technical issues with the Auto-Dialer system and identify areas for improvement.
• Ensure adherence to relevant regulations and industry standards regarding automated calling practices including opt-out and do not contact member preferences.
• Provide training and support to call center agents on the use of the Auto-Dialer system.
• Generate reports on Auto-Dialer performance and identify trends to inform decision-making.
• Communicate effectively with internal stakeholders and external vendors regarding Auto-Dialer issues and updates.
• Lead projects related to the implementation and optimization of Auto-Dialer systems.

• Analyze historical call volume data, trends, and other relevant metrics to forecast staffing needs accurately.
• Identify areas for improvement in workforce management processes and implement solutions.

• Prepare reports and presentations for senior management to inform decision-making

Minimum Qualifications

• Associate degree or equivalent experience.
• 3-5 years technical contact center operational experience
• 3-5 years' experience with contact center workforce management programs
• Strong understanding of telephony platforms, and skill-based routing. RingCentral preferred.
• Ability to analyze data, identify trends, and make data-driven recommendations.
• Ability to troubleshoot technical issues and find creative solutions.
• Excellent written and verbal communication skills.
• Ability to work effectively with call center agents and other stakeholders.
• Independent and persistent self-starter
• Proficient in PC skills, such as Microsoft Office.

Working conditions

This job operates in a remote location from your home location. This role requires a dedicated, quiet workspace with the ability to adhere to HIPAA and other privacy policies. A reliable and high-speed Wi-Fi connection or home internet is required to perform the essential functions of this role. Occasional travel will be required.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.

Direct reports

None.