Manager, Workforce - Lincare Holdings

This employee will lead day-to-day Work Force operations for the CPAP Call Centers, monitoring and evaluating call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business. This employee will manage abandoned calls, idle time, and other specific metrics related to calls, as well as short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence.

Workforce Management (WFM)

      • data collection, analysis, reporting, and intensive real-time monitoring

      • Planning, management, and analyzing of Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed

      • Coordination of Call Miner and ActivityTracker for improved productivity

Job Responsibilities:

      • Utilize Workforce Optimization (WFO) software to manage and improve call volume and efficiency and overall Call Center metrics

      • Forecast short and long-term staffing needs, taking into account contact volume and headcount requirements

      • Real-time queue management of contact and associate schedule adherence

      • Assist with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely

      • Generate daily reports to show changes to productivity or performance

      • Provide updates on Call Center Performance to department leaders on an intra-day and daily basis

      • Collect data, analyze, and provide recommendation for improvement of Call Centers performance

      • Create and coordinate workforce improvement projects based on call center(s) performance

      • Supports CADU behaviors ensuring a positive customer experience

      • Experience with Workforce Optimization software

      • Computer proficiency including Excel and ability to use various software as offered

      • Organizational, planning (project management), and strong communication skills

      • Strong background in process improvement and statistical analysis desired

      • Highly process oriented, with experience in creating SOPs (desirable)

      • Must work across several organizations, fostering a culture of trust and respect, creating strong working relationships with Management

      • Experience supporting Sales/Customer Service organizations -- helping support a culture of accountability

Education and Experience:

      • 3- 5 Years Workforce Management in an Inbound and Outbound Call Center

      • A Bachelor's Degree in a business-related field or demonstrable equivalent experience in the workforce management field

      • Working knowledge of Avaya CMS and POM desirable

Physical Demands: The employee must occasionally lift and/or move up to 10 pounds.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled