Senior Manager of Service Design

Job Summary

A company is looking for a Senior Manager of Service Design & Workforce Management.

Key Responsibilities

• Lead Workforce Management and implement Erlang C-based models for patient support
• Design intent-based routing logic for patient needs and coordinator skills
• Collaborate with various teams to translate care workflows into technical requirements

Required Qualifications

• 5+ years of experience in WFM Strategy, Operations Leadership, or Service Design
• Technical mastery of volume forecasting and Erlang C models
• Proven ability to align diverse teams toward operational goals
• Experience in building initial baselines and models in a growth phase
• Familiarity with omnichannel CCaaS routing and WFM software