Workforce Management Senior Manager at AdventHealth

Date Posted: 7/6/2020

Job Snapshot

  • Job Schedule
  • Date Posted:
  • Job ID:
  • Job Family
    Human Resources
  • Travel
    Yes, 25 % of the Time
  • Shift
    1 - Day
  • Organization
    AdventHealth Corporate

Job Description


Workforce Management Senior Manager | AdventHealth Information Technology

Location Address: 900 Hope Way, Altamonte Springs, Florida 32714

Top Reasons to Work at AdventHealth Corporate

  • Great benefits
  • Immediate Health Insurance Coverage
  • Career growth and advancement potential
Work Hours/Shift:
  • Full-Time, Monday – Friday

You Will Be Responsible For:

  • Build, lead, and provide professional development for the workforce management team
  • Hold ultimate responsibility and accountability for the accuracy and outcomes of analyses run by the department, ensuring staffing levels and call volume forecasts are appropria
  • Oversee forecasting and scheduling models as well as workforce management tools used to forecast call volume, create staffing requirements, and generate work schedules
  • Monitor staffing models based on call volume, handle time, shrinkage, attrition, upcoming marketing campaigns, and historical trends to ensure daily indicators are within acceptable ranges
  • Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs
  • Study real-time and historical data to modify forecasting; strive for continuous improvement in forecasting and staffing
  • Perform ad hoc analysis for CxC leadership, including root cause analysis, budget and ROI analysis, and long-term staffing forecast

What You Will Need:

Education and Experience Required:

  • Bachelor’s degree in business, health services administration, or associated field
  • Five+ years of relevant, manager/director-level experience
  • Seven+ years of workforce management experience in a large (150+ seat) contact center environment
  • Seven+ years of experience with telephony solution (Five9, inContact, Aspect, Avaya, Genesys, or Cisco)
  • Seven+ years of experience with workforce management tools (IEX, Aspect, Verint, Genesys)
  • Advanced MS Excel experience

Knowledge and Skills Required:

  • Ability to articulate the mission of AH and the CxC
  • Deep understanding of contact center workflows and their impact on staffing levels
  • Highly collaborative and willing to work with leaders across the CxC and AdventHealth
  • Proven team builder with experience in developing organizational culture
  • Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
Job Summary:

The Senior Manager of Workforce Management will lead the workforce management team and its initiatives to establish and maintain optimal staffing and service levels within the centralized Consumer Experience Center (CxC). The Senior Manager will work closely with workforce management staff to ensure quality of data, accuracy of reporting, effectiveness of staffing, and achievement of service productivity goals and performance metrics. They will also be responsible for the development of management tools to accurately forecast long-term and real-time staffing needs.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Location | Organization | Category | Job Function