Global Solutions Engineer
AvantStay
SQLTableau
Director, Workforce Management
Employer Direct Healthcare
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
ErlangSQLTableau
About the role
- Design, own and implement workforce management strategies for inbound and outbound operations.
- Forecast volume and demand, plan capacity, and align workforce availability with business needs.
- Manage call forecasting, capacity planning, scheduling efficiency, real time adherence, and trend analysis.
- Use advanced analytics to forecast inbound/outbound call volumes and case progression leveraging historical data, seasonal trends, sales forecasts, and projected business needs.
- Analyze call volume trends and patterns to optimize staffing levels and ensure operational efficiency.
- Collaborate with cross-functional teams to align workforce planning with organizational goals and present recommendations to senior leadership.
- Drive adoption of workforce management tools and enhance planning accuracy and efficiency.
- Identify and mitigate risks related to workforce shortages or surpluses and devise contingency plans.
- Build, mentor, and lead a high-performing team of analysts and workforce management professionals; establish performance metrics.
- Identify and implement process improvements and best practices to improve operational efficiency and customer satisfaction.
Requirements
- Bachelor’s degree in Business, Data Science, Healthcare Administration, or a related field (Master’s degree preferred).
- Minimum of 10 years of experience in workforce management and data analysis, preferably within the healthcare sector.
- Detailed experience with CX One, including inbound and outbound dialer functionality.
- Familiarity with industry-leading technologies and tools, including but not limited to Erlang C models, workforce management software, and data visualization platforms.
- Proven experience in leading and developing teams, with strong leadership and interpersonal skills.
- Expertise in call center operations, forecasting methodologies, and customer experience analysis.
- Proficient in data analytics tools and software (e.g., Excel, SQL, Tableau, Power BI etc.).
- Strong problem-solving skills and the ability to drive process improvements.
- Excellent communication and presentation skills, with the ability to convey complex data insights to diverse audiences.
