Job is Expired
Location: California, Illinois, Louisiana, Massachusetts, Minnesota, New Hampshire, New York, North Carolina, Oregon, South Carolina, Texas, Wisconsin
Compensation: Salary
Staff Reviewed: Sat, May 01, 2021
Job Summary
A telemedicine company is seeking a Telecommute Workforce Analytics Manager.
Core Responsibilities Include:
- Managing and overseeing of the Workforce Analytics, Staffing and Forecasting area to ensure that all operational metrics are achieved to deliver world class customer service
- Driving real time strategies including IVR call routing, agent and provider skilling and staffing, systems training, service disruptions and capacity utilization
- Assisting in providing the organization reporting specific to established KPI attainment and SLA adherence both with internal and external customers
Required Skills:
- Knowledge of contact center terminology
- Forecasting experience
- Knowledgeable in a variety of workforce, quality and telephony systems
- Bachelor’s degree preferred in business, mathematics, statistics or related field 5+ years experience in contact center environment
- 5+ years experience using Workforce Management tools and software
- Ability to continuously monitor productivity performance using recognition tools and software
