• Application Deadline: October 4th, 2024
• Perform real time monitoring and adjustment of resources to ensure proper coverage across all of Operations
• Work closely with leaders of multiple teams to coordinate changes to staffing levels, agent skilling, and other strategic adjustments

• Work with Operations Leadership to create a staffing model against forecasted volumes, including the utilization of Real Time Monitoring to ensure proper coverage across all contact channels, and the creation and distribution of weekly staffing schedules.
• Develop, implement and manage a scalable, robust workforce program for all customer interaction types for office-based and remote staff across Customer Service, Reimbursement Operations, and the Supply Chain.
• Determine how best to utilize the productivity and skills of each employee using the techniques and theories of workforce management (WFM).
• Provide Monthly and Quarterly metrics review reports to Customer Experience Leadership including Quality review metrics to meet regulatory requirements
• Provide all Operations departments with respective team's performance metrics monthly for presentation at team meetings so agents can see the bigger picture and understand how their roles contribute to the overall customer experience

• Bachelor’s Degree or equivalent experience
• 5-7 years of experience in Workforce Management
• Must possess strong quantitative, analytical and technical aptitude skills.
• Must possess the ability to effectively, accurately and concisely convey thoughts and concepts to the Customer Experience Leadership team.
• Excellent computer skills with experience in various software packages, including Microsoft Suite and web-based programs.
• Ability to manage and adapt to competing priorities and manage time and schedules in a fast-paced environment while maintaining a high level of attention to detail.
• Strong ability to interact effectively and proactively with all levels of the organization to develop positive, professional relationships across the business that are based on trust and open communication.

• Pay Range in the United States: $104,000 - $110,000 annually based upon experience, as well as an annual bonus opportunity of 15% of base salary. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.