WFM Department Head
7 days ago
This Workforce Manager position at VXI Global Solutions involves overseeing the workforce department, which encompasses forecasting, scheduling, and real-time account monitoring.
Main Responsibilities:
- Supervise WFM personnel to guarantee efficient workforce planning and deployment.
- Establish and utilize WFM software and reporting tools to boost performance.
- Communicate effectively with Operations and other support departments to facilitate smooth workflow.
- Analyze historical performance data to inform key business decisions.
- Develop and lead the long-term forecast/staff plan and collaborate with stakeholders on budget meetings.
- Partner with HR, Recruiting, and Training to streamline the hiring and training process.
- Develop and implement multi-skill training programs for existing agents.
- Ensure clear communication with new hires regarding schedule processes.
- Optimize short-term workload forecasting to guarantee sufficient staffing levels.
- Determine and apply scheduling philosophy to optimize schedule assignments.
- Proactively schedule discretionary activities like training, meetings, overtime, and undertime.
- Oversee intraday scheduling procedures, analyze real-time workload requirements, and adjust call routing to meet service level targets.
- Prioritize efficiency, occupancy, and service targets.
- Analyze and report employee performance, including schedule adherence.
- Identify and suggest operational enhancements.
- Perform additional tasks as required.
Requirements:
- Minimum 3 years of experience in Workforce Management, with 1 year in a management capacity.
- Healthcare experience is beneficial.
- Familiarity with CMS, Blue Pumpkin Activity Manager, and other WFM-related tools used for monitoring and data capture.
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