Remote Leader, Contact Center Operations & Analytics

PrudentRx; Tampa (FL); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

Long-term disability

401k with company match

Paid time off

Parental leave

Tuition reimbursement

Job summary

PrudentRx in the United States (Tampa area) is seeking a Manager, Contact Center Operations to lead workforce planning, real-time management, and service-level performance. You will translate demand forecasts into staffing strategies and drive analytics to improve member experiences.

This role builds partnerships across Operations, IT, and HR while developing a high-performing WFM and analytics function. You will oversee scheduling, intraday actions, incentive programs, and reporting to optimize

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Five+ years in workforce management in a contact center.
• Experience with workforce management platforms and analytics tools.
• Strong analytical skills translating data into business decisions.
• Experience leading WFM, real-time, or analytics teams.
• Knowledge of service-level planning and forecast accuracy.
• Incentive programs experience is a plus.
• Excellent communication and stakeholder management.
• Ability to perform under pressure and manage priorities.

Responsibilities

• Forecasting and scheduling across contact center queues and channels.
• Service-level planning and end-to-end workforce management.
• Contact center analytics, reporting, and insights.
• Administration of agent incentive programs.
• Real-time management of volume, staffing, adherence, and intraday actions.
• Lead cross-functional partnerships within Operations and IT.

Skills

Workforce management

Forecasting

Scheduling

Real-time operations

Data analysis

Leadership

Stakeholder management

Communication

Problem solving

Under pressure execution

Education

Bachelor's degree in Business, Statistics, Operations Management, Analytics, or related field

Tools

WFM software

Reporting tools (BI)

Job description

PrudentRx in the United States (Tampa area) is seeking a Manager, Contact Center Operations to lead workforce planning, real-time management, and service-level performance. You will translate demand forecasts into staffing strategies and drive analytics to improve member experiences.

This role builds partnerships across Operations, IT, and HR while developing a high-performing WFM and analytics function. You will oversee scheduling, intraday actions, incentive programs, and reporting to optimize