Senior Director Workforce Management

The Senior Director – Workforce Management will lead a team of WFM experts to help transform our client’s environments by holding a key strategic position in guiding our client’s success with WFM. He/She will oversee multiple vendors, including a captive team, to support an enterprise-level view and strategy to help drive efficiencies throughout the organization’s footprint. The right candidate will be able to optimize the captive support and help drive vendor alignment, transparency, and efficiencies in how the vendors support the business. A team of 50 WFM professionals will work for you with up to 6 direct reports.

Principle Accountabilities (Key Result Areas)

• 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 assessment
• Create 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

• 5 + 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 dialer management optimization on throttling volume with dialer 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.