Contact Center, Workforce Management Manager

$96,900 - $125,400/Yr

Kaiser Permanente - Hillsboro, OR

Full-time - Manager

Hillsboro, OR

10,001+ employees

Ambulatory Health Care Services

About the position

The Workforce Management Manager is responsible for overseeing the performance and operational efficiency of contact center operations. This role involves establishing key performance indicators (KPIs), providing training and development for staff, analyzing performance data, and collaborating with management to implement process improvements. The manager will also handle staffing requirements, monitor adherence to schedules, and ensure compliance with policies and procedures while fostering a collaborative work environment.

Responsibilities

• Maintain key performance indicators (KPIs) in contact center(s) by establishing performance goals.
• Provide training and development for staff to enhance performance.
• Interpret and analyze staff performance data to inform decisions and establish KPIs.
• Collaborate with management to develop performance tracking methods.
• Monitor contact volume and staffing requirements, adjusting to meet KPIs.
• Track adherence to schedules and identify staffing gaps, making recommendations to close them.
• Analyze and approve time-off requests and escalations.
• Ensure compliance with policies and procedures in the contact center.
• Collaborate with stakeholders to address trends and incorporate them into forecasts.
• Oversee offline activities and allocate resources effectively.
• Identify and resolve complex technical issues related to systems.
• Conduct root cause analysis of metric failures and plan solutions for process improvements.
• Create training materials and organize training initiatives.

Requirements

• Minimum three (3) years experience with Workforce Management software, platforms, and/or tools.
• Minimum three (3) years experience with Excel functions, including VLOOKUP, pivot tables, and formulas.
• Minimum three (3) years experience with data analytics and business intelligence tools.
• Minimum five (5) years data analytics experience.
• Minimum three (3) years of experience in a leadership role.
• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum six (6) years of customer service experience OR minimum seven (7) years of experience in customer service.

Nice-to-haves

• Experience with Tableau
• Knowledge of labor environment regulations and requirements
• Experience in a union work environment

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k plan
• Paid holidays
• Paid time off
• Flexible scheduling
• Professional development opportunities