Kloudhire

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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