Job Description:

Workforce Management Manager in ,

More Information about this Job

Job Description Summary : Our mission of providing care to the world at a moment's notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us. With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response. JOB SUMMARY The Workforce Management Operations Support Manager will be responsible for managing multi-site call center workforce management activities in support of the SLA and generates forecasting and scheduling solutions to support business requirements. Provides strategic direction to the forecast and the overall staffing function of the call centers, including but not limited to workforce planning, site forecasting accuracy, long and short-term staff planning, schedule optimization, shrinkage management and capacity planning. Optimization of financial efficiencies based on cost-effective contact center strategies and solutions by monitoring staff activities and assisting center management and supervision with adherence impacting issues. ESSENTIAL FUNCTIONS/DUTIES * Administration of set up and utilization of Community WFM software and ACD reporting * Analyze reporting, staffing and scheduling procedures and/or structure on an ongoing basis to ensure maximum effectiveness and efficiency. * Liaise with center management to deliver effective staffing and scheduling strategies. * Validation input/output of Workforce management tool(s) * Proactively provides WFM and scheduling analysis and recommendations for improvement, including headcount requirements, long-term planning, scheduling & staffing strategies * Monitor and review inputs and outputs for process improvement recommendations and changes * Oversight of proactive scheduling of discretionary activities such as training, meetings, overtime and under time, and all other off phone activities. * Provides guidance and management support to WFM assistant system administrators located within the member service centers. * Perform other duties as assigned QUALIFICATIONS Experience: * Minimum 2 years Workforce Management experience in a call center environment * Solid knowledge of workforce management systems and processes * Knowledge of WFM software- NICE IEX WFM is an asset * Knowledge of Avaya ACD is a preferred * In depth knowledge of all phases of Workforce Management including planning, forecasting, scheduling and real time intra-day functions * Solid knowledge of call center principles and call center performance metrics/reporting * Able to effectively communicate both verbally and in writing * Strong teamwork and interpersonal skills * Ability to work under pressure in a high-reliability environment with professionalism * Strong Mathematical, analytical, communication and organization skills Education: Associates degree in Computer Science or related field preferred. MCSE,

WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTS Working Conditions:
Physical Demands:
Mental Requirements: [e.g., Critical thinking skills with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.]

GUIDING VALUES AND BEHAVIORS
Employee must consistently exhibit our guiding principles:
* Patient Care - We continually earn the privilege to care for our patients. It is at the forefront of everything we do.
* One Team - We respect each other and achieve together what no individual can alone.
* Innovation - We are driven to develop solutions that inspire progress.
* Vigilance - We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.
* Ownership - We are accountable for what we do and take pride in how we do it.
* Citizenship - We are dedicated to being good stewards in the communities we serve.

REPORTING RELATIONSHIPS
Reports to: Member Service Center Director
Interrelationships: Operations; Operations Management

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer including Veterans and Disabled