What are the responsibilities and job description for the Workforce Optimization position at Lincare?
- Lead day-to-day Work Force operations for the CPAP Call Centers
- Monitor and evaluate call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business
- Manage abandoned calls, idle time, and other specific metrics related to calls
- Short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence
- Workforce Management (WFM)
- data collection, analysis, reporting, and intensive real-time monitoring
- Plan, manage, and analyze Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed
- Coordination of Call Miner and ActivityTracker for improved productivity
Job Responsibilities:
- Utilize Workforce Optimization (WFO) software to manage and improve call volume, efficiency, and overall Call Center metrics
- Forecast short and long-term staffing needs, considering contact volume and headcount requirements
- Real-time queue management of contact and associate schedule adherence
- Assist with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely
- Generate daily reports to show changes to productivity or performance
- Provide updates on Call Center Performance to department leaders on an intra-day and daily basis
- Collect data, analyze, and provide recommendation for improvement of Call Centers performance
- Create and coordinate workforce improvement projects based on call center(s) performance
Qualifications:
- Computer proficiency that includes Excel and the ability to use various Lincare software
- Organizational, planning (project management), and strong communication skills
- Strong background in process improvement and statistical analysis desired
- Highly process-oriented, with experience in creating SOPs (desirable)
- Work across several organizations, fostering a culture of trust and respect, creating strong working relationships with Management
- Experience supporting Sales/Customer Service organizations
- helping support a culture of accountability
Education and Experience:
- A Bachelor's Degree in a business-related field or demonstrable equivalent experience in the workforce management field
- 3- 5 Years Workforce Management in an Inbound and Outbound Call Center
- Experience with Workforce Optimization software
- Working knowledge of Avaya CMS and POM desirable
Physical Demands:
The employee may frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds.