Manager of Workforce Optimization LOC ; Detroit, MI

Manager of Workforce Optimization LOC ; Detroit, MI

  • Posted on : 09-08-2023
  • Job Type : Full Time only
  • Salary : 100,000 - 200,000

Job Description:

Responsibilities

  • Create short and long term forecasting for all contact centers.
  • Ensure contact center statistic reporting standards are followed and reporting is accurate for all contact centers by utilizing Cisco reporting tools.
  • Ensure all contact centers have consistent, streamlined weekly, monthly and ad hoc reports.
  • Facilitate new builds and maintenance of skills and teams.
  • Provide systems access and credentials support for the workforce.
  • Manage team of Intraday Coordinators to ensure Workforce Management data entry is accurate.
  • Maintain Intraday Coordinator schedule to provide coverage Monday-Sunday during operational hours.
  • Oversee the management staff rosters for all departments, factoring in new hires, transfers, and attrition.
  • Oversee the completion of weekly roster audits to ensure alignment with HR systems.
  • Ensure attendances for all contact centers are reported accurately within Workforce Management.
  • Manage/oversee the planning and tracking of vacation and leave for all contact centers.
  • Ensure data integrity within WFM system.
  • Assist Director/Manager with system and process projects as needed.
  • Act as a liaison to all departments in regards to CUIC reporting and Workforce Management reporting and maintenance requests.
  • Host routine cross-departmental meetings to review changes and forecasting detail.
  • Create requisitions for additional resources, as needed.
  • Act as a liaison to the Voice and IT teams for all new implementations, upgrades or process changes.
  • Create and maintain Workforce Management Standard Operating Procedures.Assist with cross-departmental projects and process improvements.
Qualifications

  • What you can bring to Meridian:Bachelors degree or Fellow designation from the Academy for Healthcare Management (AHM) is required.
  • At least two years of Workforce Management experience, preferably with Calabrio WFM.
  • Three to five years of contact center experience.
  • Two years of leadership experience.
  • Three to five years of reporting and analytics experience.
  • Strong working knowledge of Workforce Management software.
  • Strong working knowledge of contact center reporting.
  • Strong working knowledge of Microsoft Office tools (Word, Excel and Outlook).


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