Director, Contact Center Workforce Management

Description

RESPONSIBILITIES:

• The Director, Contact Center Workforce Management is responsible for leading, developing, and optimizing workforce management operations within the contact center.
• This role is accountable for strategic workforce planning, forecasting, scheduling, and real-time management to ensure consistent operational performance and exceptional patient experience.
• The Director partners with contact center leadership to design and implement workforce strategies that support Emory's business goals and performance standards.
• This position requires strong leadership, data-driven decision-making, excellent communication, and the ability to drive operational improvements in a dynamic environment.
• Primary Duties and Responsibilities:

Workforce Planning:

•  Design, implement, and manage workforce management strategies that ensure proper staffing levels to meet service demand.
• Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations.

Data Analytics:

•  Leverage data analytics and historical trends to forecast call volumes and staffing requirements. 
• Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization.

Operational Efficiency:

•  Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall patient and employee experience
• Collaborate with operational leadership to establish standardized workforce management policies and procedures.

 

Technology Integration: 

• Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency.
•  Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations.

Performance Monitoring:

• Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity.
• Provide actionable insights and recommendations based on performance data to drive operational success.

Leadership and Collaboration:

• Partner with contact center directors and cross-functional leaders to ensure workforce management strategies align with departmental and organizational goals.
• Lead and mentor workforce management team members, fostering a culture of accountability, continuous learning, and operational excellence.

Additional Duties as Assigned Travel: Less than 10% of the time may be required. Work Type: Hybrid employee - splits time between working remotely and working in the office. MINIMUM QUALIFICATIONS:

•  Bachelor's degree in Business, Human Resource Management, Healthcare Administration, or related field.
• Experience: Minimum of 6 years of relevant experience with at least 4 years in a management or leadership role. Skills, Abilities, & Knowledge:
• Strong expertise in workforce management systems, forecasting, and scheduling processes.
• Experience with contact center operations and performance management.
• Proficient in using workforce management software (e.g., Genesys, NICE, Verint, or similar platforms).
•  Analytical thinking and ability to translate data into actionable workforce plans.
•  Strong leadership, communication, and problem-solving abilities.

PREFERRED QUALIFICATIONS:

• Education: Master's degree in Business, Human Resource Management, Healthcare Administration, or related field.
• Experience: 8+ years of experience with at least 6 years in a leadership position overseeing workforce management in a contact center or healthcare environment.
• Skills, Abilities, & Knowledge:
  • 1. Experience leading large-scale workforce management operations.
  • 2. Knowledge of advanced analytics, AI-driven forecasting, and workforce optimization technologies.
  • 3. Demonstrated success driving cross-functional workforce management initiatives.
• Knowledge, Skills, and Ability Requirements:
  • Proven ability to lead workforce teams in complex, fast-paced environments.
  • Ability to manage multiple priorities and projects with competing deadlines.
  • Strong collaboration and interpersonal skills to work effectively across all levels of the organization.