About Sequel
Sequel Med Tech is an early-stage company developing the next generation of precision drug delivery devices.
Job Overview
We are seeking an experienced and results-driven Senior Manager of Workforce Management (WFM) to lead the building and optimization of the workforce management team for our Customer Care contact center. Workforce management (WFM) is crucial for maintaining operational efficiency. Reporting to the Director of Customer Care, the Senior Manager will have a key role in managing our telephony systems, IVR and IVR flows, contact center scheduling, operations, analytics, and reporting functions. The ideal candidate will bring their extensive experience leveraging new technology in contact centers to bring an innovative experience to our customers
Job Responsibilities and Essential Duties

• Develop the strategy for building up a workforce management team. 
• Lead the efforts to recruit and onboard a workforce management team. 
• Lead the development and execution of workforce management strategies to optimize staffing levels and meet service level objectives for the Customer Care contact center.
• Manage and oversee the operation of telephony systems, ensuring optimal functionality and performance to support contact center operations.
• Develop and maintain contact center schedules, ensuring adequate coverage while optimizing resource utilization and minimizing costs.
• Conduct workforce forecasting and capacity planning to support business needs and operational requirements.
• Analyze Contact Center performance metrics and KPIs to identify trends, opportunities for improvement, and areas of risk.
• Generate regular reports and dashboards to communicate key performance metrics and insights to senior leadership.
• Develop and implement strategies to improve Contact Center efficiency, productivity, and customer satisfaction.
• Lead initiatives to enhance workforce management processes, tools, and technologies to drive continuous improvement.
• Collaborate with cross-functional teams, including IT, Finance, and Operations, to implement and optimize Salesforce.com (SFDC) and other systems.
• Provide training and guidance to team members on workforce management best practices, tools, and methodologies.
• Stay current with industry trends and best practices in workforce management, Contact Center operations, and customer service.
• Act as a subject matter expert on Workforce Management processes and technologies, providing guidance and support to internal stakeholders.
• Manage relationships with external vendors and partners, including Telephony and Workforce Management software providers.

Minimum Requirements

• Bachelor's degree in business administration, Operations Management, or related field preferred.
• 5 years of experience in a Contact Center environment, with a focus on telephony systems, Contact Center scheduling, operations, analytics, and reporting.
• Experience managing a team of people within a patient-facing contact center environment.

Required Knowledge, Skills and Abilities

• Strong analytical and problem-solving skills, with the ability to analyze complex data and generate actionable insights.
• Experience with remote support technologies and processes is required.
• Excellent communication and presentation skills, with the ability to effectively communicate with stakeholders at all levels of the organization.
• Proven leadership and team management skills, with the ability to motivate and develop team members.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Experience in the medical device industry or healthcare sector, with knowledge of diabetes, is highly desirable.
• Proficiency in Talkdesk is highly desirable and Salesforce.com (SFDC) omnichannel experience is a plus.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Environmental/Safety/Physical Work Conditions

• Ensures environmental consciousness and safe practices are exhibited in decisions
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments
• May work extended hours during peak business cycles
• Physical requirements such as lifting specific weights
• Some travelling is expected