Jobs and Careers
LI
Lead, Workforce Optimization
Lincare Holdings, Inc.Clearwater, United Statesfull_timeVerifiedPosted 17 Sept 2025
About the role
This employee will lead day-to-day Work Force operations for the CPAP Call Centers.
- Monitors and evaluates call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business
- Manages abandoned calls, idle time, and other metrics related to calls
- Oversees short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence
- Oversees data collection, analysis, reporting, and intensive real-time monitoring
- Plans, manages and analyzes Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed
- Utilizes Workforce Optimization (WFO) software and/or excel to manage and improve call volume and efficiency and overall Call Center metrics
- Forecasts short and long-term staffing needs, considering contact volume and headcount requirements
- Real-time queue management of contact and associate schedule adherence (Real Time Adherence)
- Assists with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely
- Generates daily reports to show changes to productivity or performance
- Provides updates on Call Center Performance to department leaders on an intra-day and daily basis
- Collects data, analyzes and provides recommendation for improvement of Call Centers performance
- Creates and coordinates workforce improvement projects based on call center(s) performance
- Bachelor's Degree in a business-related field, Required
- 3- 5 Years Workforce Management in Call Centers, Required
- Background in outbound campaigns, Required
- Workforce Optimization software, Required
- Supporting Sales/Customer Service organizations -- helping support a culture of
accountability - Highly process oriented in creating SOPs (desirable)
- Computer proficiency, including Excel to use various tools as offered
- Organizational, planning (project management), and strong communication
- Strong process improvement and statistical analysis desired
- work across several organizations fostering a culture of trust and respect, creating strong
working relationships with Management - Highly proficient in Excel
- Working understanding of Avaya CMS and POM desirable
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s