Director Workforce Management Jobs

Bachelor’s degree in political science, communications, business management or related area, or equivalent work experience.

Excellent project management skills with great attention to detail, and strong work ethic.

Experienced computer and software knowledge, including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Knowledge of the legislative and regulatory process at the state and local levels.

Knowledge of public policy and metrics of labor and workforce at national and state levels.

Excellent oral and written communication skills; ability to write and edit clear, engaging and grammatically correct content.

Working knowledge of the healthcare industry, including a fundamental understanding of healthcare finance, operations, valuation and various laws and regulations

Expertise in a given human capital or workforce management area including HR M&A, organizational design, and human resources leadership

Improving client tracking tools and developing KPIs and metrics to identify, quantify, and monitor workforce management performance improvement opportunities

About The Healthcare Human Capital And Workforce Management Practice

Depth of experience with private equity clients will be heavily considered

Excellent verbal and written skills, with the ability to communicate with and present information to all levels of client personnel

People management skills with experience building high-performing teams.

Experience (8+ years) in workforce management, capacity planning, or operations management in a customer success environment.

Continuing education and corridor travel benefits

Develop and implement a comprehensive workforce management strategy aligned with customer success goals.

Establish performance metrics and monitor workforce management performance against established targets.

Create comprehensive reports and present actionable insights to senior management, highlighting areas for optimization.

Relationship management with relevant funders and other project stakeholders and oversight of reports

Experience supporting the growth and development of other staff; professional supervision experience preferred

Previous experience in business development with successful results

Exceptional written, oral, and interpersonal skills demonstrating a high degree of emotional intelligence

Definition and oversight of individual project’s scope, financial plan, staffing needs and functional assignments, and overall timeline

Project leadership, including coordination with internal and external parties, and clear communication of goals, objectives, and strategic context

Minimum of 10 years of experience in global call center workforce management function.

What the Senior Global Workforce Management Director will do:

Strong mathematical/statistics, analytical, communication and organization skills.

Excellent written and oral communication skills.

Recognizes and recommends operational and support improvements to eliminate/reduce performance gaps.

Bachelor degree. Master degreed preferred.

Deep knowledge of workforce management capabilities and technologies.

Ensures effective lifecycle management of capabilities and technologies

Exhibited knowledge and capability to fully understand how workforce management and pay calculations run end to end

10+ years of experience in technical capacity of workforce management solution (Kronos) or similar.

Strong collaboration skills to manage remote operations

Responsible for deep end-to-end understanding of workforce management, which consists of time, attendance, accruals, leave, staffing, analytics and hourly pay

Exceptional interpersonal, collaboration, networking, and relationship-building skills. Candidates with experience building strong partnerships with both education and employer stakeholders are preferred.

Exceptional project management skills and demonstrated ability to leverage technology to facilitate team collaboration.

Linked Learning Alliance offers a highly competitive compensation and benefits package.

Manage key employer partnership initiatives for the Alliance.

Demonstrated ability to work independently, such via hybrid work environments. Solid judgment, problem-solving, and decision-making skills.

Excellent professional communication skills. This includes writing and editing skills, with the ability to communicate clearly and streamline information.

5-7 years of experience in private sector or non-profit business development, in a middle-management level role or higher

Competencies, Knowledge, Skills And Abilities

Managing and supporting the negotiations of the Employer Engagement Managers with the hiring management of local small, medium and neighborhood employers.

Supporting and developing the systems to ensure consistent, high-quality program management and quality outcomes.

Committed to strengthening collaboration within the Commerce management team and cross-sector partners

Benefits - We care about your well-being.

Experience with Workforce Management technology, preferred experience with CommunityWFM

Direct management experience over multi/omni channel patient communication solutions (Predictive/Unattended dialer, Texting, Chat, etc.), preferred experience with TCN dialer

Bachelor's degree in operations management, business management or equivalent and at least 8+ years of previous workforce management experience

Management experience with complex scoring & segmentation models

Responsible for hiring, coaching and performance management of direct reports

This position manages all employees of the department and is responsible for leadership, performance management and hiring of the employees

Experience managing end-to-end workforce management, including RTA(GCC), scheduling, demand forecasting, and budgeting

4 + years of experience as WFM manager, director or equivalent

Understand outbound dialer management optimization on throttling volume with dialer management and WFM team collaboration.

2 + year’s experience in Pharmacy contact center support and/or the healthcare industry

Experience managing multiple vendors or working at multi-geo BPOs

Strategic thinking and problem-solving skills

Optimize utilization of workforce management tools set and strengthen team’s training to fully leverage tool capabilities to enhance results

Analyze staffing data provided by the department and Finance and make recommendations to senior management.

Requires workforce management experience in a contact center or other high-volume complex service or/or operational environment

Requires experience in a cloud-based customer contact solution and workforce management environments

Preferred - Experience working with Nice CXone and IEX Workforce Management platforms

10+ years of workforce management experience in contact center operations or other high-volume complex service or/or operational environments.

Qualifications, Knowledge And Skill Required

Collaborate with the Knowledge Department to identify and develop topics for member education through online and in person presentation.

Establish and lead a workforce policy member network group.

Anticipate needs of congressional staff in response to LeadingAge workforce requests and develop informational materials to use in advocacy.

Attend hearings, meetings, and various events and prepare summaries and analyses to advance workforce policy solutions.

Committed to fostering a diverse, equitable and inclusive community where all are able to meaningfully contribute and thrive.

Minimum of 5+ years of progressive Operations and management experience required along with workforce management experience

Some knowledge in operations including experience with sites orchestrating end to end flow while delivering on productivity targets

Manage large data sets to deliver financial and operational results

Create standard processes and tools to manage weekly, daily and intra-day workforce plans across all sites

Leverage data and metrics to determine expected staffing needs and provide guardrails to manage exceptions

Interface with Fulfilment services leadership to define requirements, and drive execution of productivity solutions enabled through existing and emerging technology

1+ years of Workforce Management experience

Prior experience in Process or Project Management

WFM platform experience within Five9 and Verint

Experience within Avaya and Genesys

Comprehensive knowledge of Microsoft Word, and PowerPoint

Excellent written and oral communication skills

1+ years of Workforce Management experience

Prior experience in Process or Project Management

WFM platform experience within Five9 and Verint

Experience within Avaya and Genesys

Comprehensive knowledge of Microsoft Word, and PowerPoint

Excellent written and oral communication skills

Develops and maintains knowledge of workforce management and IVR tools to ensure the call center is leveraging new enhancements.

Responsible for the setup and training of new hires on workforce management and VoIP programs.

Adept at networking and building relationships with all levels of management and staff.

Produce call volume forecasts on a weekly, monthly, and annual basis for multi-site/remote user operation.

Bachelor’s degree or equivalent business experience required.

Must have at least 2 years of experience with WFM software (Five9 WFM, Verint, IEX, etc.).

Knowledge of Internal medicine, Occupational medicine, Workers’ compensation, Disability management and applicable government regulations

Collaborates and provides clinical expertise and oversight to the Transitional Work Program, Worker’s Compensation, FMLA and Case Management.

Identifies new opportunities to improve the employee experience with WH&S and thus to improve the patient experience at NYP.

Minimum of three years post residency experience in the practice of occupational medicine or related field

Holds responsibility for the quality of medical care delivered in the Workforce Health & Safety clinics.

Together with the Corporate Director of WH&S, collaborates in the development and implementation of policy and practice.

1+ years of Workforce Management experience

Prior experience in Process or Project Management

WFM platform experience within Five9 and Verint

Experience within Avaya and Genesys

Comprehensive knowledge of Microsoft Word, and PowerPoint

Excellent written and oral communication skills

Minimum 10+ years leading a workforce management or operations function

Engage with the broader Customer Experience organization to drive a continuous optimization approach across WFM processes

Identify, collect, track and improve key performance metrics to manage and improve CX team performance

5-8 years experience working with CRMs & telephony platforms

Define and execute the WFM strategy across all CX teams, multiple offices and third party partners

Empower and continue building a team of high-performing WFM experts

1+ years of Workforce Management experience

Prior experience in Process or Project Management

WFM platform experience within Five9 and Verint

Experience within Avaya and Genesys

Comprehensive knowledge of Microsoft Word, and PowerPoint

Excellent written and oral communication skills