The Senior Manager of Workforce Management will lead the day to day operations of the Workforce Optimization (WFO) team. This task will encompass monitoring and evaluating call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business. The WFO Team is responsible for short- and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence. Workforce Management (WFM) involves data collection, analysis, reporting, and intensive real-time monitoring. This position requires a strong background in process improvement experience and statistical analysis.
Works across various specialties and fosters a culture of candor, trust, and respect to cultivate strong working relationships and engagement
Strong interpersonal and communication skills with the demonstrated ability to gain the confidence, respect and trust of providers, senior executives and direct/indirect reports
Superior ability to influence others and manage change to align with strategic direction
Highly process oriented with strengths in efficiency and standard operating procedures
Strong leadership, organization, planning and time management skills
Highly skilled at planning, organizing and managing the activities of others
Solid ability to develop, lead, motivate, and engage a diverse workforce
Promote a culture of accountability across all teams
Implement WFO departmental policies and procedures as directed by the Director of Access Technology
Manage and drive real-time process, including on call routing, agent skilling/attributing to maximize agent utilization Manage and drive scheduling process to review volume demand patterns to generate schedules designed to maximize agent utilization
Build and develop high performing teams and create conditions for great performance and development discussions throughout the year
Optimize utilization of workforce management tools set and strengthen team's training to fully leverage tool capabilities to enhance results
Establish excellent working relationships with business leaders and department contacts to maintain and continuously improve level of service
Provide recommendations on cross-training opportunities and shrinkage management
Identify volume trends and incorporate into planning for FTE forecasts.
Provide reporting on execution of plans and deliver insight to events contributing to results
Monitor, track and analyze workforce management KPIs to validate assumptions and build plans to continuously improve performance
Conduct daily, weekly, and monthly sessions with operational leaders to provide results, outlook, and recommendations
Analyze staffing data provided by (Should you mention a particular department?) department and Finance and make recommendations to senior management.
Actively advise and provide guidance to the business units around scheduling, labor management and leave management.
Proficient at reading reports generated from CRM and ACD tool sets to identify opportunity areas related to answer rate and agent utilization.
Must be able to monitor performance throughout the month and measure against goals and make changes as needed to drive performance toward business goals.
Possess effective written and verbal communication skills with ability to interact with all levels, ranging from front line, to senior management as well as key stakeholders.
Develop detailed hiring plan for each line of business that will ensure consistent achievement of the intraday interval compliance requirements.
Create and maintain hiring and attrition models, working with operations, the recruiting and training teams to balance staffing across all contact centers.
Validate the impact of proposed initiatives brought forth by the operations team and confidently recommend the appropriate staffing actions for the business.
Assist in creating and distributing all New Hire schedules based on understanding and predicting trends of historical call volume and attrition data.
Experience in financial analysis/planning, predictive modeling/forecasting, project management, or operational analysis.
Demonstrated experience with technology vendor contracts and review.
Some experience with training, quality, and customer service.
Strong verbal and written communication skills, including the ability to effectively present audience appropriate information and material.
Experience working in a fast-pace environment with ability to manage multiple projects, appropriately prioritize workload, plan for resources to meet deadlines and goals, and respond to day-to-day functional needs.
Experience with leading teams through organization change and challenges
Previous experience with process improvement.
Strong understanding of statistical analysis.
Aptitude for learning new software and adoption of new technology.
Excellent customer service skills.
Demonstrated ability to select, lead, mentor, and retain talent while driving team to make the most of his or her strengths and skills.
Conduct regular performance discussions and consistently model a high level of respect for others and demonstrated values.
Possess interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays as needed to support the business.
Perform all other job-related duties as requested.
College degree preferred, or equivalent combination of education and directly related experience.
4+ years' workforce management experience in contact center operations or other high-volume complex service and/or operational environment
Required - 1+ year experience in workforce management software and contact center platforms (Calabrio, Verint - Impact 360, Teleopti, Community, Shoretel, or similar platforms).
Demonstrated knowledge of contact center dynamics, workforce management philosophies, processes, and tools.
Proven ability to analyze processes, enact change, and think operationally and strategically to achieve business goals.
Advanced proficiency using Microsoft Office products (including Excel).
Vanderbilt University Medical Center is home to Vanderbilt University Hospital, The Monroe Carell Jr. Children’s Hospital at Vanderbilt, the Vanderbilt Psychiatric Hospital and the Vanderbilt Stallworth Rehabilitation Hospital. These hospitals experienced more than 61,000 inpatient admissions during fiscal year 2015. Vanderbilt’s adult and pediatric clinics treated nearly 2 million patients during this same period. Vanderbilt University Hospital and the Monroe Carell Jr. Children’s Hospital at Vanderbilt are recognized again this year by U.S. News & World Report’s Best Hospitals as among the nation’s best with 18 nationally ranked specialties. Vanderbilt University Medical Center is world renowned because of the innovation, work ethic and collegiality of its employees. From our health care advances to our compassionate care, Vanderbilt owes its accomplishments and reputation to staff and faculty who bring skill and drive and innovation to the medical center day after day. World-leading academic departments and comprehensive centers of excellence pursue scientific discoveries and transformational educational and clinical advances across the entire spectrum of health and disease.As t...he largest employer in middle Tennessee, we welcome those who are interested in ongoing development in a caring, culturally sensitive and professional atmosphere. Most of us spend so much of our lives at work, we want to be part of maintaining a workplace in which people support one another and encourage reaching for excellence. Many high-achieving employees stay at Vanderbilt because of the professional growth they experience and because of their appreciation of Vanderbilt’s benefits, public events and discussions, athletic opportunities, beautiful setting and, above all, sense of community and purpose.Vanderbilt and its employees share a set of mutual expectations that have been created with productivity, legality, fairness and safety always in mind. We believe that our investment in training and compensating employees multiplies in value when we enable individuals to deliver their best performance for the benefit of us all.