Be an early applicantLess than 25 applicants

Company

ChenMed · 2 days ago

Manager, Workforce Solutions, Shared Services (remote)

Norfolk, VA

Full-time

Remote

Mid, Senior Level

5+ years exp

Maximize your interview chances

Health CarePrimary and Urgent Care

H1B Sponsor Likely

Insider Connection @ChenMed

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Develops and implements a data-driven workforce management strategy aligned with call center objectives and service level agreements (SLAs).

Utilizes forecasting tools and historical data to predict call volume, handle times, and staffing needs across various channels.

Creates and manage team schedules that optimize skillsets, adhere to labor laws, and balance team workload with patient needs.

Implement intraday management practices to adjust staffing levels in real-time based on fluctuating call volume.

Analyzes workforce management data to identify trends, optimize scheduling processes, and identify opportunities for improvement.

Develops and maintain strong relationships with CareLine leadership.

Stays up-to-date on industry best practices and emerging technologies in workforce management.

Manages and maintain workforce management software systems.

Generates comprehensive reports on workforce metrics, including adherence, scheduling accuracy, and agent productivity.

Supports the development and implementation of team performance management programs.

Performs other duties as assigned and modified at manager’s discretion.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce management strategyForecasting toolsScheduling optimizationData analysisWorkforce management softwareCall center functionsMicrosoft Office SuiteCoaching skillsFluency in EnglishHealthcare experience

Required

Bachelor’s degree in Business Administration, Engineering, Statistics, or a related field

Minimum 5 years of experience in a call center environment, with 3+ years in a workforce management leadership role.

Proven experience utilizing workforce management forecasting technology and processes.

Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.

Excellent problem-solving skills with the ability to identify and implement solutions to improve scheduling efficiency.

Strong communication, collaboration, and interpersonal skills.

Strong knowledge of general call center functions, techniques, practices, process and methods.

Exceptional communication, active listening, and interpersonal skills

Strong leadership, creative thinking, and customer skills.

Excellent organizational skills.

Effective and accurate decision-making skills

Strong coaching/mentoring skills, ability to motivate employees.

Possesses a positive attitude that fosters a high performing culture.

Ability to multitask and remain even keeled under pressure, especially during peak hours or intense situations.

Able to function with precision and expertise in a fast-paced environment.

Advanced level skill in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software.

Ability and willingness to travel locally, regionally and/or nationally up to 10% of the time; flexible to work evening, weekends and/or holidays as needed.

Spoken and written fluency in English

This job requires use and exercise of independent judgment

Preferred

MBA in Human Resource Management is a plus

Experience working in a healthcare environment is a plus

Benefits

Great compensation

Comprehensive benefits

Career development and advancement opportunities

Great work-life balance

Company

ChenMed

Glassdoor

2.9

ChenMed is a full-risk primary care market leader that is transforming healthcare for seniors.

Founded in 1985

Miami, Florida, USA

1,001-5,000 employees

http://www.chenmed.com/

H1B Sponsorship

ChenMed has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (6)

2022 (13)

2021 (42)

2020 (31)