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Westchester Medical Center Health Network · 3 hours ago

Manager, Workforce Logistics

Valhalla, NY

Full-time

Hybrid

Senior Level

5+ years exp

Westchester Medical Center Health Network is seeking a Manager of Workforce Logistics to provide leadership and strategic direction for the Access Center's workforce operations. The role involves managing workforce management strategies, optimizing staffing performance, and collaborating with cross-functional teams to enhance operational efficiency.

Hospital & Health Care

Responsibilities

Develop and lead the workforce management strategy for the Access Center

Investigate, evaluate and help implement Workforce Management tools and telephony functionality as required

Develop a roadmap to leverage technology to advance the WFM capabilities/efficiencies

Leverage industry best practices or innovations to determine processes and tools required to maximize the function

Provide clear and concise direction for workforce management in a rapidly changing environment

Allocate resources efficiently to support optimal staff performance and meet consumer call demand oversee scheduling, forecasting, and real-time call flow for multi-lingual, multi-channel services in the Access Center

Monitor multi-site, real-time call traffic/volume from multiple queues, respond to spikes in call volume and secure all Access Center resources for the duration of the spike

Effectively leverage data analytics to inform strategic business decisions: Identify, create and provide reports and analysis to Access Center leadership on an ongoing basis

Partner with Access Center management to develop initiatives based on trends in the data

Manage continuous improvement activities that drive stronger performance and better consumer experience at lower costs

Effectively coordinate and collaborate with cross-functional teams to drive Access Center performance: including but not limited to operations, finance, HR to achieve service, cost and team member objectives through efficient staffing, scheduling, training and communication

Qualification

Workforce Management toolsCapacity modelingACD technologyData analyticsProject planningAnalytical skillsMicrosoft OfficeConflict managementProblem solvingDecision making

Required

5-7 years experience in call center operations and experience with Workforce Management process and tools experience (i.e. Verint, Calabrio, Genesys, Nice, Open Text) and ACD technology (i.e. Avaya, Cisco)

Strong expertise in capacity modeling, workforce management tools and operational planning methodologies

Proven experience in leading workforce management team in a multi-site contact center structure

Experience in a centralized WFM environment is a plus

Expert understanding of conflict management, including negotiations and consensus building

Possess expert analytical, problem solving and decision-making skills

Uses data/analytics to get to root cause/improvement opportunities

Understanding of interdependency between the staffing, processes, and systems and how they link to high service and lowest total cost

Proficient project planning skills, including the ability to organize, prioritize and control job responsibilities to meet deadlines in an environment with overlapping and potential conflicting priorities

Bachelor's degree in business, education, healthcare administration, organizational development, or related field required

Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point)

Company

Westchester Medical Center Health Network

Glassdoor3.2

The Westchester Medical Center Health Network (WMCHealth) is the pre-eminent provider of integrated health care in New York’s Hudson Valley region, serving nearly 2.5 million residents across more than 6,000 square miles.

Founded in 1917

Valhalla, New York, US

10001+ employees