Automated Health Systems Workforce Manager Marlborough , Massachusetts Apply Now
The Workforce Manager is responsible for providing innovative leadershipand oversight of the Workforce Management (WFM) function for ContactCenter operations. The Workforce Manager owns the implementation andadherence to defined best practices for key WFM disciplines, including,but not limited to, optimized scheduling, work allocation, real timemanagement, WFM performance management, and network allocation. TheWorkforce Manager manages an effective reporting program that gathers,prepares, trends and analyzes operational activity as necessary for allproject areas as needed for real time managing and directing of allContact Center traffic. The Workforce Manager monitors operationalanalytics, designs and performs ongoing service evaluations, andanalyzes ongoing issues to determine root causes and develop solutions.This position is based in the Boston-area office and reports to theContact Center Director. SPECIFICATIONS: Knowledge - Bachelor?s Degreein related field preferred; equivalent training/knowledge considered.Knowledge of the principles and methods of public program management andhealth care administration required as well as a thorough understandingof Massachusetts Medicaid, EOHHS policies, and managed care.Skills/Abilities - Strong analytical skills to make sound real timedecisions. Strong attention to detail with strategic thinking andplanning skills required. Ability to maintain confidentiality (i.e.,discrete). Excellent interpersonal skills including strong listening,written and verbal communication, with ability to clearly andprofessionally communicate with others. Proficient with Microsoft OfficePrograms. Experience with WFM applications. Experience with call routingstrategies preferred. Management and accountability experience withtraditional Contact Center workforce planning, forecasting, planning,and general management strategies and execution. Management of real-timemanagement of traditional Contact Center staff. Proficiency in executionto impact approaches, adjustment, and recovery strategies. Experience -Minimum of three to five years of Contact Center workforce managementexperience required. Minimum of three to five years? experience callcenter management experience preferred. Exertional Level - Light work -some sitting, standing, walking, lifting, reaching, squatting, andkneeling is required occasionally.
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