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2017-01-09 13:47:45
Responsibilities
Key Skills:
Manager of Workforce Optimization LOC ; Detroit, MI
2017-01-09 13:47:45
Job Type:
Full Time only
Budget $: 100,000 - 200,000
Budget $: 100,000 - 200,000
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.
- 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).
Key Skills:
