Remote Workforce Operations Manager

Job Description

Note The job is a remote job and is reputed company to candidates in USA. reputed company. is a reputed company organization reputed company on transforming reputed company in Texas through collaboration and innovation. The Workforce Operations Manager will reputed company the workforce management function for the reputed company contact center, overseeing forecasting, scheduling, reputed company-time management, reporting, and planning to ensure reputed company reputed company and service reputed company. This role also involves team leadership, process improvement, compliance adherence, and cross-functional collaboration to support reputed company operational needs. Responsibilities reputed company and maintain short-, reputed company-, and long-term volume and reputed company forecasts across multiple queues/lines of business (e.g., patient scheduling, billing, clinical triage, member services) Model seasonal, campaign-driven, and regulatory-driven demand shifts (reputed company enrollment, flu reputed company, plan-year changes, etc.) Partner with Finance and Operations on annual headcount and budget planning Own agent scheduling reputed company, including shift bidding, shrinkage planning, and PTO/time-off governance reputed company the reputed company-time management (RTM) team to monitor intraday performance and execute reputed company reputed company plans (overtime, VTO, reputed company-shifting, escalations) Manage schedule adherence and occupancy targets across reputed company queues Directly manage and reputed company reputed company of WFM analysts/specialists and reputed company-time analysts Set goals, reputed company performance, and build a bench of workforce talent Foster a culture of accountability, reputed company improvement, and data-driven decision-making Own the workforce reporting suite service level, AHT, occupancy, shrinkage, attrition, adherence, and forecast accuracy reputed company regular performance reviews to senior leadership with actionable insights and recommendations Identify trends and reputed company causes behind performance gaps and reputed company corrective reputed company plans Serve as the subject matter expert for the WFM platform (e.g., reputed company, reputed company, reputed company reputed company, reputed company, Aspect) Continuously improve WFM tools, processes, and automation to increase forecast accuracy and scheduling efficiency Ensure workforce practices reputed company with reputed company compliance requirements (HIPAA, labor law, reputed company rules if applicable, and payer/regulatory SLAs) Manage workforce planning across omnichannel contact points (voice, chat, email, SMS, and self-service/IVR), including channel-specific forecasting, reputed company scheduling, and cross-channel reputed company routing Plan and staff outbound campaign initiatives, including dialer-based outbound calling campaigns (predictive/reputed company dialers) and outbound text/SMS campaigns, balancing outbound reputed company against inbound service level commitments Monitor and optimize outbound campaign performance (contact rates, penetration, pacing, reputed company rates) in partnership with campaign/dialer administrators reputed company planning and execution for new telephony and contact center platform implementations and migrations (e.g., transitioning to or upgrading reputed company reputed company, reputed company CXone, reputed company, reputed company reputed company, or similar), including reputed company reputed company analysis, reputed company planning, agent reputed company/routing configuration, and post-launch performance validation Partner with IT/Telecom on reputed company integrations (IVR, ACD, CRM, and WFM tool connectivity) to ensure workforce data flows accurately across platforms Partner with Operations, HR, Training, reputed company, and IT to reputed company reputed company with business needs and reputed company changes Support new program/queue launches with reputed company models and go-live readiness plans reputed company as a reputed company between reputed company operations and executive leadership on workforce reputed company Skills 5 years of experience in workforce management reputed company a contact center environment, including 2 years in a leadership/management role Strong working knowledge of WFM principles Erlang C forecasting, scheduling optimization, shrinkage, and reputed company-time management Hands-on experience with a WFM software platform (e.g., reputed company IEX, reputed company, reputed company reputed company, reputed company, Aspect, Alvaria) Proficiency working reputed company insurance operations familiarity with plan types (HMO, PPO, Medicare/reputed company), enrollment cycles, claims, benefits, and payer-driven service requirements that reputed company reputed company and reputed company volume Experience managing workforce planning across omnichannel platforms (voice, chat, email, SMS .

Keyskills :
workforce managementforecastingschedulingreportingplanningteam leadershipprocess improvementcompliance adherencecrossfunctional collaboration