Workforce Optimization

• Lead day-to-day Work Force operations for the CPAP Call Centers
• Monitor and evaluate call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business
• Manage abandoned calls, idle time, and other specific metrics related to calls
• Short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence
• Workforce Management (WFM)
  • data collection, analysis, reporting, and intensive real-time monitoring
• Plan, manage, and analyze Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed
• Coordination of Call Miner and ActivityTracker for improved productivity

Job Responsibilities:

• Utilize Workforce Optimization (WFO) software to manage and improve call volume, efficiency, and overall Call Center metrics
• Forecast short and long-term staffing needs, considering contact volume and headcount requirements
• Real-time queue management of contact and associate schedule adherence
• Assist with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely
• Generate daily reports to show changes to productivity or performance
• Provide updates on Call Center Performance to department leaders on an intra-day and daily basis
• Collect data, analyze, and provide recommendation for improvement of Call Centers performance
• Create and coordinate workforce improvement projects based on call center(s) performance

Qualifications

• Computer proficiency that includes Excel and the ability to use various Lincare software
• Organizational, planning (project management), and strong communication skills
• Strong background in process improvement and statistical analysis desired
• Highly process-oriented, with experience in creating SOPs (desirable)
• Work across several organizations, fostering a culture of trust and respect, creating strong working relationships with Management
• Experience supporting Sales/Customer Service organizations
  • helping support a culture of accountability

Education and Experience:

• A Bachelor's Degree in a business-related field or demonstrable equivalent experience in the workforce management field
• 3- 5 Years Workforce Management in an Inbound and Outbound Call Center
• Experience with Workforce Optimization software
• Working knowledge of Avaya CMS and POM desirable

Physical Demands:

The employee may frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds.