Sequel Med Tech · 4 hours ago
Senior Manager, Workforce Management
United States
Full-time
Remote
Senior Level
5+ years exp
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Responsibilities
Develop the strategy for the build out of the infrastructure for an optimal workforce management team.
Design staffing models that support scalable customer success and operations functions while delivering an exceptional customer experience
Driving resource allocation planning across teams to ensure optimal service levels and cost efficiency
Serve as the WFM module owner/administrator for Talkdesk
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 real time reports and dashboards to communicate key performance metrics and insights to senior leadership.
Develop strategy for omnichannel coverage in the Contact Center
Mentoring and developing team members, promoting growth while delivering aligned results
Qualification
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Required
5+ years of experience in a Contact Center environment, with a focus on telephony systems, Contact Center scheduling, forecasting, staffing models, operations, analytics, and reporting.
Experience leading people within a contact center environment
Ability to work with large data sets to analyze
Strong analytical and problem-solving skills, with the ability to analyze complex data and generate actionable insights.
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 with remote support technologies and processes is required
Preferred
Bachelor's degree in business administration, Operations Management, or related field preferred.
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.
Company
Sequel Med Tech
We’re Sequel — a driven team of innovators and problem solvers laser-focused on improving the health and lives of people with diabetes.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Alan Lotvin
CEO, Co-Founder, and Director
Dean Kamen
Co-Founder and Director
Company data provided by crunchbase
