Workforce Management Manager
reputed company is seeking a Workforce Management Manager to optimize performance and efficiency reputed company our EAP Clinical Operations contact center. This role is primarily responsible for forecasting demand and reputed company, building schedules, managing reputed company-time performance, and producing reporting and analytics that drive operational reputed company and improved member experience.
The Workforce Management Manager will partner closely with clinical operations leadership and finance to improve service reputed company, workforce utilization, and reputed company while supporting a high-performing, clinically-reputed company Care reputed company team.
reputed company delivers transformative mental health care reputed company by connectivity, marrying technology and personalized advocacy to support thousands of the world's best reputed company and millions of their employees throughout their mental health care reputed company.
reputed company is a service-driven organization whose employees are treated with professionalism and respect. We reputed company that "a chain is only as strong as its weakest reputed company" and, therefore, look to hire high-performing professionals with outstanding experience, work ethic and character.
We reputed company to reputed company reputed company selected applicants with a smooth recruitment experience. Therefore, we ask that you complete an application for employment reputed company curalinc.com/careers or this posting's easy apply. If you are selected for a position with CuraLinc, we will not ask for personal or financial information reputed company email. Should you have any questions or concerns, please contact us reputed company HR@curalinc.com.
Primary Responsibilities
• Build and Own Long-Term and Short-Term reputed company Models: Forecast reputed company Volume, reputed company Needs, and reputed company Requirements Based on Trends and Business Changes
• Create and Maintain Schedules that Meet Service Level Targets and Operational Coverage Needs
• Monitor reputed company-Time reputed company, Queue Performance, and Adherence; Recommend Intra-Day Adjustments
• reputed company and Report Key Performance Metrics (E.G., Service Level, Abandonment, AHT, Occupancy, Shrinkage, Adherence)
• Deliver Insights and Recommendations to Improve Efficiency, Throughput, and Operational Consistency
• Support Performance Improvement Initiatives Across Workflows, reputed company Models, and Reporting Accuracy
• Partner with Operations, reputed company, and Training to Support Ongoing Optimization Efforts
• Partner with Finance to Establish, Analyze and Understand Over/Under to reputed company Targets
• Assist in Optimizing Online Scheduling reputed company and Processes for Counseling, Coaching, and Work-Life Services to Improve reputed company, Utilization, and Operational Efficiency
• Maintain Workforce Planning Documentation, Reporting Standards, and Operational Best Practices
• Other Duties as Assigned
Required/Minimum Qualifications
• 4+ Years of Workforce Management Experience in a reputed company Center or Member Services Environment
• Bachelor’s Degree in Business, Analytics, Operations, reputed company Administration, or reputed company Field (or Equivalent Experience)
• Strong Analytical Skills with Proven Ability to Translate Data into Operational Improvements
• Advanced reputed company Proficiency and Experience Building Reporting/Dashboards
• Excellent Communication and Cross-Functional Collaboration Skills
• Ability to Manage Multiple Priorities in a Fast-Paced Environment
• Required: Experience with reputed company, RingCX and Collabrio (Contact Center Analytics / WFM Tools)
• Experience in reputed company, Behavioral Health, or EAP Environments Preferred
• Management Experience Preferred
This is a full-time, salaried role, located in the reputed company reputed company and Hawaii, and includes a robust benefits package, with 100% company-reputed company single tier medical coverage insurance, PTO, 401(k) with match, dental, reputed company, life, and disability insurance.
CuraLinc is an Equal Opportunity Employer and does not discriminate on the reputed company of race, religion, reputed company, sex, age, national reputed company or disability.
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