Integration Manager
Redox
Workforce Manager, Care Team
Lyra Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $95,000 - $135,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- The Manager is responsible for delivering accurate contact center forecasts including maintaining customer support resource planning, creation of shift bids to support the operational need, along with oversight of same day forecasting and staffing needs
- The Manager Workforce Management provides expertise, leadership and support to execute the Customer Support Strategy with specific focus on Workforce Management Optimization and implementation
- Lead the Workforce Planning & Analytics (WPA) Team to plan, create and execute long range contact center forecasts
- Lead the Workforce Planning & Analytics (WPA) Team to schedule team members
- Lead the Associate Analyst team to manage day-of forecasting and staffing needs within the Care Navigation team
- Work with various departments and provide, when necessary, assistance in project management to move initiatives forward
- Responsible for ensuring staff is adhering to all applicable labor laws & regulations
- Manage the business relationship with Assembled in coordination with IT
- Develop reporting processes, dashboards and presentations to communicate insights to leadership teams
- Produce weekly/monthly trend reporting
- Help drive continuous improvement to increase productivity, accuracy, and improve staffing levels
Requirements
- 5+ years of Workforce Management experience
- Advanced understanding of business process analysis
- Highly organized self-starter; able to multitask and excel in ambiguous situations
- Strong analytical skills (SQL, Excel/Google Sheets)
- Demonstrated experience in call center workforce management software (NICE, eWFM, Salesforce, Workday, assembled.)
- Ability to innovate and creatively solve problems in a highly collaborative manner
- Ability to communicate ideas and recommendations to all levels within the Company
- Ability to manage multiple projects and meet stringent deadlines
Benefits
- Comprehensive healthcare coverage (including medical, dental, vision, FSA/HSA, life and disability insurances)
- Lyra for Lyrians; coaching and therapy services
- Equity in the company through discretionary restricted stock units
- Competitive time off with pay policies including vacation, sick days, and company holidays
- Paid parental leave
- 401K retirement benefits
- Monthly tech allowance
- We like to spread joy throughout the year with well-being perks and activities, surprise swag, free food, regular community celebration…and more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementbusiness process analysisanalytical skillsSQLExcelGoogle Sheetscall center workforce management softwareforecastingstaffingreporting processes
Soft skills
highly organizedself-startermultitaskingproblem-solvingcollaborationcommunicationproject managementleadershipcontinuous improvementadaptability
