Senior Operations Manager
5 days ago
**Key Responsibilities:**
- Lead the development and implementation of workforce strategies to drive business growth and improve customer satisfaction.
- Manage and analyze historical center performance statistics to inform data-driven decision-making.
- Collaborate with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources.
- Oversee intraday management of scheduling procedures, including analysis of real-time workload requirements and call routing to manage performance to service level requirements.
- Administer setup and utilization of WFM software and reporting tools to ensure seamless operation.
- Drive process consistency and compliance with WFM-related standard operating procedures to ensure efficient and effective operations.
**Requirements:**
- At least 3 years of experience in Workforce Management, with 2-3 years in a managerial capacity.
- Direct experience supporting a healthcare line of business in BPO is required.
- Knowledgeable in CMS, Blue Pumpkin Activity Manager, and any other WFM-related tools used for monitoring and data capture.
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