Clinical FSP Quality Manager
IQVIA
Google Cloud Platform
Workforce Manager
SimplePractice
full-time
Posted on:
Location Type: Hybrid
Location: Mexico City • 🇲🇽 Mexico
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Responsible for capacity planning, short and long- term forecasting, scheduling, real time monitoring, and call routing efficacy across multiple customer-facing teams both reactive and proactive contact types.
- Monitor and analyze key performance metrics, including availability, utilization rates, and wait times across various customer journey touchpoints for proactive Customer Success teams.
- Identify critical trends in data, assess associated business impact, and optimize efficiency of customer experience operations through process improvement.
- Collaborate with multiple business partners on an ongoing basis.
- Provide oversight for simultaneous workforce related projects.
- Assists leaders in allocating appropriate resources to all efforts and ensures initiatives are delivered on time.
- Accountability for accuracy of all WFM reporting and analysis completed in the department (Scheduling, long and short term forecasting, availability etc..)
- Implements and maintains various workforce management tools across multiple customer-facing teams and locations.
- Optimizing contact center agent skilling for optimal ticket delivery in a multi-skill environment.
Requirements
- Bachelor’s degree in business discipline preferred
- 3+ years of experience in workforce management in a multi-site contact center with >100 agents
- Workforce leadership experience in a global multi-site center that supports reactive and proactive customer efforts
- Expert level knowledge of workforce management software and methodologies.
- Expert level knowledge of call routing process and technology
- Ability to demonstrate expert level understanding of all workforce concepts including capacity planning, short term forecasting, scheduling, real time monitoring, and contact center routing
- Experience in a reporting or business intelligence role
- Experience creating and managing top down and bottoms up budgeting models
- Demonstrated ability to coach to results and improve performance and behavior of direct reports
- Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
- Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
- Expert level knowledge of Microsoft PowerPoint and Excel
Benefits
- Privatized Medical, Dental & Vision Coverage
- Work From Home stipend
- Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays
- Monthly Meal Reimbursement
- Holiday Bonus, 15-day Aguinaldo
- Hybrid Work Schedule & Catered Lunch
- Employee Resource Groups (ERGs)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
capacity planningshort term forecastingschedulingreal time monitoringcall routingworkforce managementreportingbusiness intelligencebudgeting modelsdata synthesis
Soft skills
coachingperformance improvementproject managementchange managementcollaborationaccountabilityanalytical thinkingconsulting mindset