We’re unique. You should be, too.We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.The Manager, Workforce Management, Shared Services will lead the strategic planning and execution of our workforce strategy for our CareLine call center. This role is responsible for optimizing team scheduling, forecasting call volume and adherence, and ensuring efficient use of our workforce to deliver exceptional service to our patients and internal customers.ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
Develops and implements a data-driven workforce management strategy aligned with call center objectives and service level agreements (SLAs).
Utilizes forecasting tools and historical data to predict call volume, handle times, and staffing needs across various channels.
Creates and manage team schedules that optimize skillsets, adhere to labor laws, and balance team workload with patient needs.
Implement intraday management practices to adjust staffing levels in real-time based on fluctuating call volume.
Analyzes workforce management data to identify trends, optimize scheduling processes, and identify opportunities for improvement.
Develops and maintain strong relationships with CareLine leadership.
Stays up-to-date on industry best practices and emerging technologies in workforce management.
Manages and maintain workforce management software systems.
Generates comprehensive reports on workforce metrics, including adherence, scheduling accuracy, and agent productivity.
Supports the development and implementation of team performance management programs.
Performs other duties as assigned and modified at manager’s discretion.
KNOWLEDGE, SKILLS AND ABILITIES:
Strong knowledge of general call center functions, techniques, practices, process and methods. Familiarity with company products, services, and policies
Exceptional communication, active listening, and interpersonal skills
Strong leadership, creative thinking, and customer skills. Leads by example, passionate about service and promoting high quality outcomes.
Excellent organizational skills. Effective and accurate decision-making skills
Strong coaching/mentoring skills, ability to motivate employees.
Possesses a positive attitude that fosters a high performing culture.
Ability to multitask and remain even keeled under pressure, especially during peak hours or intense situations.
Able to function with precision and expertise in a fast-paced environment.
Advanced level skill in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software.
Ability and willingness to travel locally, regionally and/or nationally up to 10% of the time; flexible to work evening, weekends and/or holidays as needed.
Spoken and written fluency in English
This job requires use and exercise of independent judgment
EDUCATION AND EXPERIENCE CRITERIA:
Bachelor’s degree in Business Administration, Engineering, Statistics, or a related field
MBA in Human Resource Management is a plus
Minimum 5 years of experience in a call center environment, with 3+ years in a workforce management leadership role.
Proven experience utilizing workforce management forecasting technology and processes.
Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
Excellent problem-solving skills with the ability to identify and implement solutions to improve scheduling efficiency.
Strong communication, collaboration, and interpersonal skills.
Experience working in a healthcare environment is a plus.
We’re ChenMed and we’re transforming healthcare for seniors and changing America’s healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We’re growing rapidly as we seek to rescue more and more seniors from inadequate health care.ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people’s lives every single day.Current Employee apply HERE (https://careers.chenmed.com/i/us/en/homerevisited)Current Contingent Worker please see job aid HERE to apply