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Lincare · 2 days ago

Workforce Optimization

Clearwater, FL

Full-time

Onsite

Mid Level

Lincare is a company focused on optimizing workforce operations in the healthcare sector. The Workforce Optimization role involves leading call center operations, managing staffing levels, and improving overall efficiency and performance metrics.

Health CareHealth DiagnosticsMedical

Responsibilities

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

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

Qualification

Workforce Management (WFM)Outbound Dialer CampaignsData analysisReal-time monitoringSchedulingCall Center metricsPerformance reporting

Required

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