Remote Workforce Operations Manager

Note The job is a remote job and is reputed company to candidates in USA reputed company is a reputed company organization reputed company on transforming reputed company in Texas through collaboration and innovation The Workforce Operations Manager will reputed company the workforce management function for the reputed company contact center overseeing forecasting scheduling reputed companytime management reporting and planning to ensure reputed company reputed company and service reputed company This role also involves team leadership process improvement compliance adherence and crossfunctional collaboration to support reputed company operational needs Responsibilities reputed company and maintain short reputed company and longterm volume and reputed company forecasts across multiple queues lines of business e g patient scheduling billing clinical triage member services Model seasonal campaigndriven and regulatorydriven demand shifts reputed company enrollment flu reputed company planyear changes etc Partner with Finance and Operations on annual headcount and budget planning Own agent scheduling reputed company including shift bidding shrinkage planning and PTO timeoff governance reputed company the reputed companytime management RTM team to monitor intraday performance and execute reputed company reputed company plans overtime VTO reputed companyshifting escalations Manage schedule adherence and occupancy targets across reputed company queues Directly manage and reputed company reputed company of WFM analysts specialists and reputed companytime analysts Set goals reputed company performance and build a bench of workforce talent Foster a culture of accountability reputed company improvement and datadriven decisionmaking Own the workforce reporting suite service level AHT occupancy shrinkage attrition adherence and forecast accuracy reputed company regular performance reviews to senior leadership with actionable insights and recommendations Identify trends and reputed company causes behind performance gaps and reputed company corrective reputed company plans Serve as the subject matter expert for the WFM platform e g reputed company reputed company reputed company reputed company reputed company Aspect Continuously improve WFM tools processes and automation to increase forecast accuracy and scheduling efficiency Ensure workforce practices reputed company with reputed company compliance requirements HIPAA labor law reputed company rules if applicable and payer regulatory SLAs Manage workforce planning across omnichannel contact points voice chat email SMS and selfservice IVR including channelspecific forecasting reputed company scheduling and crosschannel reputed company routing Plan and staff outbound campaign initiatives including dialerbased outbound calling campaigns predictive reputed company dialers and outbound text SMS campaigns balancing outbound reputed company against inbound service level commitments Monitor and optimize outbound campaign performance contact rates penetration pacing reputed company rates in partnership with campaign dialer administrators reputed company planning and execution for new telephony and contact center platform implementations and migrations e g transitioning to or upgrading reputed company reputed company reputed company CXone reputed company reputed company reputed company or similar including reputed company reputed company analysis reputed company planning agent reputed company routing configuration and postlaunch performance validation Partner with IT Telecom on reputed company integrations IVR ACD CRM and WFM tool connectivity to ensure workforce data flows accurately across platforms Partner with Operations HR Training reputed company and IT to reputed company reputed company with business needs and reputed company changes Support new program queue launches with reputed company models and golive readiness plans reputed company as a reputed company between reputed company operations and executive leadership on workforce reputed company Skills 5 years of experience in workforce management reputed company a contact center environment including 2 years in a leadership management role Strong working knowledge of WFM principles Erlang C forecasting scheduling optimization shrinkage and reputed companytime management Handson experience with a WFM software platform e g reputed company IEX reputed company reputed company reputed company reputed company Aspect Alvaria Proficiency working reputed company insurance operations familiarity with plan types HMO PPO Medicare reputed company enrollment cycles claims benefits and payerdriven service requirements that reputed company reputed company and reputed company volume Experience managing workforce planning across omnichannel platforms voice chat email SMS