Manager, Workforce Management

Be part of the changing landscape of healthcare. CareCentrix is committed to making the home the center of patient care.

The Manager - Workforce Management leads a team of Schedulers and Real Time Analysts to effectively drive the desired business results. Directs, develops, maintains, and improves workforce management and telecom standardized processes utilized by all CareCentrix business units. Oversees the maintenance of CareCentrix phone operations policies and other process resource tools, in addition to process improvements and changes to increase the efficiency and effectiveness of CareCentrix operations. 

In this Job, you will:

• Perform real-time workforce management, directly supervising a team of real time analysts and schedulers. Oversee the direction of the day to day queue movement to all business units, ensuring that service level standards are consistently met. Provide ongoing internal communications with staff associates/management/directors/VPs on load balancing and staffing requirements in proactively, in real-time, and historically.
• Serve as the Subject Matter Expert representing the business regarding queue management, telephony, and Workforce Management in all new business implementations. Assure successful implementation of new business including communicating service contractual requirements, and configuration of appropriate queues and routing. Assist business partners during implementations to make staffing and process adjustments.
• Establish and maintain operational reporting. Assure accurate and timely distribution to key stakeholders in the CareCentrix organization. Reports include, but are not limited to, real-time and historical reporting on volumes, service performance, staffing, and historical trends.
• Make recommendations for improvements and collaborates with leadership teams to develop, implement and promote efficient processes. Act as a business owner for Change Management Implementation projects related to queue management, telephony configuration, and Workforce Management.
• Oversee the establishment and maintenance of CareCentrix policies and operational resource tools. Effectively communicate policy and process changes to leadership staff, including training and orientation to new systems, software and processes.
• Direct operations for all business units to achieve compliance with CareCentrix policies, legal requirements, regulatory mandates, and performance standards. Effectively monitors compliance with all established processes.
• Work with all business units, such as Account Management and IT to establish and maintain effective cross-functional processes. Advocate for the Operations to assure that processes established by other business units can be reasonably accommodated without detrimental impact to CSC performance.

This is the job for you if you have:

• Five years’ experience in Workforce Management.
• Two years' of leadership/managerial experience, preferably in healthcare.
• Excellent contact center management, process development and problem-resolution skills.
• Intermediate to advanced Excel skills, including managing large data sets and building meaningful analytics using Excel tools and functionality. 
• Experience with NICE/IEX desired. 
• Strong analytical ability to see trends and variances in a data set. Must be able to make or recommend business decisions based on data analysis.
• Must be able to comfortably and confidently interact with all levels of leadership and drive results, without direct supervision authority.
• Additional attributes include strong attention to detail and organizational skills, ability to effectively prioritize, manage, and ability to foster an environment of teamwork and collaboration.

What we offer:

• • Competitive salary range $80000 - $90000 / year plus Corporate Bonus Incentive
  • Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
  • Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more.
  • Advancement opportunities, professional skills training, and tuition Reimbursement
  • Walgreens Discount - receive up to 25% off eligible items
  • Great culture with a sense of community.

CareCentrix maintains a drug-free workplace

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We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

CareCentrix accepts applications on an ongoing basis until a candidate is identified.