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Workforce Manager Virginia Beach, VA Relocation Bonus Available

Location
Virginia Beach, Virginia
Job Type
Permanent
Posted
7 Jan 2023
Job Description

Responsible for ensuring day-to-day customer service levels based upon a strong knowledge of contact center operations, reporting/analytics and team leadership in a multi-channel contact center environment. Handles long, medium and short-range staffing forecasting, agent scheduling and management/utilization of technology. Serves as the trending expert in the contact center, analyzing contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and uses analysis to forecast contact arrival patterns. Assures accurate monthly/weekly/daily/intra-day forecasts and alignment with call routing applications. Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support with leadership team, including key performance indicators such as AHT, SVL, ABN, ASA, Quality, CSAT, Shrinkage, and Adherence. Implements and regularly updates an end-to-end workforce planning process, including design, plan, and deployment of the workforce strategy with relevant tools and frameworks. Responsible for communication with business partners across all levels of the organization to meet business unit goals, regulatory requirements and performance guarantees.

Job Posting

Workforce Manager Virginia Beach, VA
The Workforce Manager will responsible for ensuring day-to-day customer service levels based upon a strong knowledge of contact center operations, reporting/analytics and team leadership in a multi-channel contact center environment. Handles long, medium and short-range staffing forecasting, agent scheduling and management/utilization of technology. The Workforce Manager serves as the trending expert in the contact center, analyzing contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and uses analysis to forecast contact arrival patterns. Assures accurate monthly/weekly/daily/intra-day forecasts and alignment with call routing applications. Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support with leadership team, including key performance indicators such as AHT, SVL, ABN, ASA, Quality, CSAT, Shrinkage, and Adherence. The Workforce Manager implements and regularly updates an end-to-end workforce planning process, including design, plan, and deployment of the workforce strategy with relevant tools and frameworks. Responsible for communication with business partners across all levels of the organization to meet business unit goals, regulatory requirements, and performance guarantees.
Sentara Benefits:

Sentara employees strive to make our communities healthier places to live. We're setting the standard for medical excellence within a vibrant, creative, and highly productive workplace. For more information about our employee benefits, CLICK HERE!

Join our team, where we are committed to quality healthcare, improving health every day, and provide the opportunity for training, development, growth!

Required Education

Bachelor's Level Degree - Experience in lieu of education: Yes

Experience

Required: Call Center - 3 years, Customer Service - 4 years, Data Analysis - 3 years

Preferred: None, unless noted in the "Other" section below

Licenses and Certifications

None, unless noted in the "Other" section below

Skills

Required:

Preferred: None, unless noted in the "Other" section below
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Details

  • Job Reference: 863894666-2
  • Date Posted: 7 January 2023
  • Recruiter: Sentara Health
  • Location: Virginia Beach, Virginia
  • Salary: On Application
  • Role: Data, Other, Project Management
  • Job Type: Permanent