Workforce Manager - Call Center (NICE required)

Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced IT management professional for a position.

The Workforce Optimization Manager coordinates with the Contact Center Director to make recommendations to assist in achieving SLAs and make recommendations regarding team resources ensuring that appropriate productivity levels are maintained within the team. The Workforce Optimization Manager coordinates with the HR/Staffing Manager on the short- and long-term staffing needs associated with the Contact Center. The Workforce Optimization Manager identifies and researches SLA risks for problem resolution and management notification. This position leverages and manages historical data to develop educated assumptions for planned initiatives when needed. This position reports to the Contact Center Director and is 100% devoted to the Project.

SPECIFICATIONS:
Knowledge – Bachelor’s Degree in related field preferred; equivalent training/knowledge
considered. Knowledge of the principles and methods of public program management and health care administration required as well as a thorough understanding of Massachusetts Medicaid, Health Connector policies, and managed care.

Skills/Abilities – Strong analytical skills to make sound real time decisions. Strong attention to detail with strategic thinking and planning skills required. Ability to maintain confidentiality (i.e., discrete). Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others. Proficient with Microsoft Office Programs. Experience with WFM applications. Experience with call routing strategies preferred. Management and accountability experience with traditional Contact Center workforce planning, forecasting, planning, and general management strategies and
execution. Management of real-time management of traditional Contact Center staff. Proficiency in execution to impact approaches, adjustment, and recovery strategies.

Experience – Minimum of three to five years of Contact Center workforce management experience required. Minimum of three to five years’ experience call center management experience preferred.

Benefits:

• Health insurance
• Dental/Vision insurance
• Employee Wellness Program
• 401(k)
• Vacation/PTO/Holidays
• Strong company culture

Job Type: Full-time

Pay: $50,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Pittsburgh, PA 15237 (Preferred)

Ability to Relocate:

• Pittsburgh, PA 15237: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Pittsburgh, PA 15237

Salary : $50,000 - $85,000