Director Workforce Management

Principle Accountabilities:

• Driving optimization into the environment optimizing occupancy and staffing utilization while delivering to SL targets
• Building strong relationships with internal /external stakeholders and POCs
• Improving forecast accuracy across all LOBs
• Enhance staffing adherence in scheduling for success and real-time execution
• Creating Enterprise level views of plans and outcomes of performance between internal and external partners
• Optimizing outbound staffing to meet outbound campaign velocity and staffing availability

Attributes & Attitude:

• Strategic thinking and problem-solving skills
• Data first approach to root cause and problem solving
• Installing a solution-based approach versus a problem-based assessmentCreate continuous improvement mindset of your team to further efficiencies
• Create custom or creative solutions where necessary while leveraging best practices at a core or fundamental level for execution
• Develop best in class approaches with scalable solutions that can be consistently executed well

Knowledge:

• 4 + years of experience as WFM manager, director or equivalent
• 2 + years experience in Pharmacy contact center support and/or the healthcare industry
• Supported contact centers with agent HC greater than 5K
• Experience managing multiple vendors or working at multi-geo BPOs.
• Expert in multiple contact center technologies like Verint, Aspect, and Genesys.
• Experience managing end-to-end workforce management, including RTA(GCC), scheduling, demand forecasting, and budgeting.
• Understands how to be successful in driving a best-in-class experience for stakeholders while maintaining competitive benchmarked ratio support models aligned to budgetary goals
• Understand outbound dialler management optimization on throttling volume with dialler management and WFM team collaboration.
• Consistently looking for optimization opportunities.
• Experience in driving consistent processes across multiple partners.
• Proven experience in process improvement and department improvements
• Demonstrated leadership skills with emphasis on collaboration, diplomacy, cooperative negotiation, and persuasion required to build cross-functional commitment to deliver intended results.
• Excellent communication skills, both verbal and written in English, including the ability to effectively communicate both internally and externally to all parties.
• Proven tactical skills with the ability to identify, connect and communicate opportunities that achieve objectives.
• Ability to adapt to change and implement quickly based on the overall direction and needs of the company.
• Able to adapt to changes in direction quickly and efficiently.
• Proficient in using MS Word and PowerPoint. Advanced in Excel
• Lean six sigma experience.
• COPC training
• Enhance reporting to help define root cause analysis and issue resolution.
• Experience with WFM as a service is a huge plus.