Job Summary
A company is looking for a Workforce & Operations Performance Manager.
Key Responsibilities
- Own staffing forecasts and capacity plans across care functions
- Lead real-time operational performance monitoring and response activities
- Partner with teams to enhance reporting tools and analyze operational trends
Required Qualifications
- Bachelor's degree in Business, Operations Management, Healthcare Administration, or a related field (Master's preferred)
- 10+ years of experience in workforce management, operations performance, or capacity planning
- Familiarity with CRM platforms and workforce management tools
- Advanced Excel and modeling skills
- Understanding of SLA management and contact center metrics
Comments