We are seeking a Workforce Optimization Manager to join our growing healthcare technology organization.

The Workforce Optimization Manager will be responsible for managing a team of leaders within WFO Department. The Manager will have the responsibility to ensure the group achieves performance goals, meets all project timelines and embodies the McKesson/CoverMyMeds principles of iCARE and iLEAD.

The Manager will be responsible for monthly performance measurements and evaluations for their team and provide timely feedback and coaching. The Manager will assist with the development of innovation initiatives within the team, ensure process documentation is up to date and accurate, and serve as first line escalation resolution for concerns facing the team. They may also be called upon to back-up or assist the Sr WFO manager for CAPAs, SOPs/WIs and other division projects.

Key Responsibilities:

• Manage contact center WFO related projects
• Measure and coach within team’s core competency set
• RFP related projects (staff plans)
• Manage team projects
• Troubleshoot technical WFO system related issues and complex Excel database used by team

Additional responsibilities:

• Implementing call center initiatives, managing utilization trends, proposing operational improvements and RFP projects.
• Supervision and development of all WFO staff (exempt and non-exempt)
• Ensure service level agreements and productivity goals are met
• Oversee all workload forecasting and staff plans
• Coordinate all reporting related to WFO
• Participate in strategic planning and goal development
• Work with operational teams to develop key performance indicators by creating dashboards and scorecard reporting
• Develop presentations on recommendations and process implementations to senior management
• Attend sales calls and work on RFP opportunities
• Complete special projects as needed

Minimum Requirements

• Typically requires 6+ years of professional experience and 0-2 years of supervisory experience.

Critical Skills

• 6+ years of direct experience in workforce management and analytics in a call center environment, preferably in multi-channel queue management
• 5+ years of experience working with different WFM platforms (IEX, eWFM, Verint etc.)
• Understanding of all WFM core concepts inclusive of but not limited to Forecasting, Scheduling, Real Time
• 5+ years of experience working with different ACD technology (Five9, Avaya, Aspect, etc.)
• 5+ years of experience working with Staff plans, specifically RFPs in sales opportunities
• IVR experience
• 5+ years in data analysis, forecasting and developing staff plans
• Project management experience

Additional Skills

• Ability to write reports, presentations and produce work instructions/SOPs
• Ability to lead meetings and speak in front of groups of peers, leaders and business partners

Education

• Bachelor’s Degree OR equivalent experience