Senior Manager, Workforce Management

Job Overview

We are seeking an experienced and results-driven Senior Manager of Workforce Management (WFM) to lead the buildout of the workforce management team for Sequels Customer Care 24/7 contact center. Workforce management (WFM) is crucial for establishing and maintaining operational efficiency. The candidate will have a key role developing the foundation of our contact center scheduling. The ideal candidate will bring their extensive experience leveraging new technology in contact centers to bring an innovative experience to our customers

Job Responsibilities and Essential Duties

• Develop the strategy for the build out of the infrastructure for an optimal workforce management team.
• Design staffing models that support scalable customer success and operations functions while delivering an exceptional customer experience
• Driving resource allocation planning across teams to ensure optimal service levels and cost efficiency
• Serve as the WFM module owner/administrator for Talkdesk
• Conduct workforce forecasting and capacity planning to support business needs and operational
• requirements.
• Analyze Contact Center performance metrics and KPIs to identify trends, opportunities for improvement, and areas of risk.
• Generate real time reports and dashboards to communicate key performance metrics and insights to senior leadership.
• Develop strategy for omnichannel coverage in the Contact Center
• Mentoring and developing team members, promoting growth while delivering aligned results

Minimum Requirements

• Bachelor's degree in business administration, Operations Management, or related field preferred.
• 5 years of experience in a Contact Center environment, with a focus on telephony systems, Contact Center scheduling, forecasting, staffing models, operations, analytics, and reporting.
• Experience leading people within a contact center environment

Required Knowledge, Skills and Abilities

• Ability to work with large data sets to analyze
• Experience in the medical device industry or healthcare sector, with knowledge of diabetes, is highly desirable.
• Proficiency in Talkdesk is highly desirable and Salesforce.com (SFDC) omnichannel experience is a plus.
• Strong analytical and problem-solving skills, with the ability to analyze complex data and generate actionable insights.
• Excellent communication and presentation skills, with the ability to effectively communicate with stakeholders at all levels of the organization.
• Proven leadership and team management skills, with the ability to motivate and develop team members.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Experience with remote support technologies and processes is required

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Environmental/Safety/Physical Work Conditions

• Ensures environmental consciousness and safe practices are exhibited in decisions
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments May work extended hours during peak business cycles
• Physical requirements such as lifting specific weights
• Some travelling is expected