Contact Center Workforce Manager

Why Revere Medical:

Revere Medical gives new life to clinics in need of tools resources, and support so they can start delivering the personalized care their communities deserve. We’re committed in supporting our colleagues by offering competitive benefits that contribute to your overall well-being.

Is this you?

Are you motivated by helping people?

Are you committed to improving patient outcomes?

Do you enjoy collaborating with a team to ensure personalized patient care?

Do you want to improve the overall health of the community?

** THIS IS AN ONSITE ROLE AT OUR WESTWOOD, MA OFFICE. NO REMOTE OPTION**

Position Overview: The Contact Center Workforce Manager collects and analyzes call center data, creates reports for all relative call data measurements (both agent and business performance), completes staffing models, monitors call center queues, and provides strategic ideas and tasks to increase efficiencies and improve performance, maintain contact center telephony platform and assists with every day system issues.

Key Responsibilities:

· Collects, analyzes, and interprets inbound and outbound call data.

· Develops, implements, and maintains call center metrics.

· Maintains contact center management platform (Five9) and all associated integrations

· Manages daily call center activities, monitors call flows in multiple queues, adjusts and updates as needed.

· Assists/troubleshoots requests from platform users.

· Manages and creates call center reports in the contact center platform (Five9).

· Provides ad hoc call center reports, as needed.

· Creates staffing models and schedules, ensuring optimal workforce utilization.

· Maintains call management platform, creates and adjusts IVRs and call campaigns, announcements, call center users, and all other call center business needs.

· Identifies opportunities to streamline processes and call center workflows.

Education / Experience / Other Requirements

Education:

· Bachelors degree preferred

Years of Experience:

· At least 5 years of call center workforce management experience.

· Experience with call center platforms (prefer experience with Five9)

· Ability to learn new systems quickly and work within the system to optimize workforce

Specialized Knowledge:

· Advanced knowledge of Microsoft Excel and Access

· Analytical and organizational skills

· Positive, energetic attitude · Schedule flexibility, goal oriented, self-driven and time management

About Revere Medical:

At Revere Medical we promise to provide care you can trust, outcomes you deserve, and a future you can count on. We are guided by our steadfast commitment to improving patient outcomes by empowering providers to deliver exceptional care needed to forge stronger, healthier communities. We are the leader in delivering patient-centered, provider led services that improve patient outcomes and strengthen communities.

Benefits Offered:

Medical coverage (with discounts for using services through Revere), HSA with company contribution, Dental, Vision, Retirement plans, Life and Disability Insurance and much more!

Revere Medical does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender, national origin, age, physical or mental disability, pregnancy, childbirth or related medical conditions, military service obligations, citizenship, sexual orientation, genetic information, or any other characteristic protected by applicable local, state, or federal law.

Job Type: Full-time

Benefits:

• Dental insurance
• Health savings account
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Westwood, MA 02090 (Preferred)

Ability to Relocate:

• Westwood, MA 02090: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Westwood, MA 02090