Workforce Manager - Onsite

Position Responsibilities

• Monitors call flows to ensure inbound and outbound calls are routing properly.
• Proactively notifies management of any changes in call patterns and volumes.
• Creates call trend reports, graphs and analyses and submits to management.
• Reports call stats to business unit management throughout the day and at month end.
• Creates and posts accurate schedules in a timely manner to best accommodate call volumes.
• Makes recommendations on staffing levels based on call volume/stats.
• Proactively notifies management of any changes in call patterns and volumes.
• Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters. Recommends adjustments as necessary for optimal phone coverage.
• Reports attendance infractions to management and may recommend corrective action.
• Recommends to management opportunities to increase staff adherence to manned time, production goals and talk times.
• Assigns skill profiles to reps throughout the day in order to facilitate best available resource call routing.
• Works closely with Business Unit Managers, Trainer(s) to ensure call center functions properly
• Works with Recruiting to ensure proper staffing
• Stays current on internal work processes, policies, and procedures (billing adjustment policy, etc.)
• Surfaces recurring problems with work processes, policies, or procedures; contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Participates in activities designed to improve customer satisfaction and business performance.
• Performs other duties and responsibilities as assigned.

Education and Experience

• High school diploma or equivalent.
• Minimum of three years’ experience in call center workforce management or related field.
• Strong PC skills with proficiency in MS Office Suite, particularly Excel, Word and PowerPoint.
• Minimum of one year in a leadership role
• Proven ability to work independently and meet tight deadlines
• Excellent oral and written communication skills.
• Solid customer service and relationship building skills.
• Excellent organizational skills.
• High degree of professionalism and ability to maintain confidentiality when performing all job duties.

Work environment /Physical requirements

• Work environment is an office location. The position requires the dexterity to operate office equipment such as a personal computer, keyboard, mouse and telephone
• Occasional lifting may be required up to 25 lbs.
• Must be able to sit for extended periods of time
• Additional Notes

• This role profile is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position
• Please do not call. Not accepting 3rd Party Solicitors or Staffing Agencies

GetixHealth is an equal employment opportunity employer.