Supervisor - Workforce Management -Enterprise Contact Center
Supervisor - Workforce Management -Enterprise Contact Center
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Job Description
If youre ready to be part of our legacy of hope and innovation we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.
Day 08 Hour (United States of America)This is a Stanford Health Care job.
A Brief Overview
Supports the Workforce Optimization Manager and ECC Operations in managing workforce planning activities and teams which provide long and short term call volume forecasting direct labor staffing requirements to promote excellent internal and external customer service routing and navigation of incoming multimedia contacts by agent proficiency customer requirements and service levels analyzing performance and trends to implement strategies that improve customer experience reducing operating costs and/or agent time and attendance and scheduling adherence tracking while maintaining company policies and procedures.
Locations
Stanford Health Care
What you will do
- Provides supervision and support to ECC WFM Teams day to day operations.
- Partners with ECC Operations leadership to strategically plan forecast and manage workforce.
- Manages realtime workloads monitoring (call volume email chat etc. to ensure staffing levels are within budget and service levels are within goal.
- Prepares and distributes intraday daily performance reports.
- Oversees the creation of schedules profiles and templates that support business needs and ensure that all planned events are properly aligned.
- Supports Workforce Manager in regularly analyzing the Operations midterm and nearterm staffing outlook as needed.
- Facilitates weekly meetings with leadership to review periods of the coming week in which there will be over or understaffing and present a list of prioritized recommendations to care for these periods.
- Reports resolves and recovers system problems including redirects and escalates work volume as necessary.
- Represents WFM in new hire training. Performs other duties or special projects at the direction of management as needed.
- Performs supervisory functions for the assigned staff section or unit by interviewing and recommending the hiring of new staff members; providing or arranging training for subordinates; evaluating subordinates performance; and recommending personnel actions such as promotions transfers or disciplinary actions to ensure adequate and competent staffing.
Education Qualifications
- High School Diploma or GED Equivalent
- Associate Degree from an accredited college or university. Preferred
Experience Qualifications
- Five 5 years of progressively responsible and directly related work experience in contact team or similar.
Required Knowledge Skills and Abilities
- Excellent technical skills and understanding of call center technologies (i.e. Avaya CMS Simon WFM etc.
- Experience and skill in workforce optimization management
- Strong problemsolving/decisionmaking skills
- Proven ability to conduct complex analytics and apply data findings to operational processes
- Customer orientation skills
- Demonstrated knowledge and success in leading coordinating and managing large system implementation projects across multiple functional areas
- Project management skill and experience
- Relationship management skills
- Written and verbal communication skills
- Team building skills
Licenses and Certifications
- None
Physical Demands and Work Conditions
Physical Demands
- Seldom (please list each item under Comments). There may be some walking standing bending and carrying of light items such as papers and books. No special physical demands are required to perform the work.The working conditions outlines the environment in which the employee will typically work.Work is performed in a typical office environment with standard equipment and tasks.
- Category III Tasks that involve NO exposure to blood body fluids or tissues and Category I tasks that are not a condition of employment
These principles apply to ALL employees:
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute CICARE standards for all of patients families and towards each other. CICARE is the foundation of Stanfords patientexperience and represents a framework for patientcentered interactions. Simply put we do what it takes to enable and empower patients and families to focus on health healing and recovery.
You will do this by executing against our three experience pillars from the patient and familys perspective:
- Know Me: Anticipate my needs and status to deliver effective care
- Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
- Coordinate for Me: Own the complexity of my care through coordination
Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and nondiscrimination inall ofits policies and practices including the area of employment. Accordingly SHC does not discriminate against any person on the basis of race color sex sexual orientation or gender identity and/or expression religion age national or ethnic origin political beliefs marital status medical condition genetic information veteran status or disability or the perception of any of the above. People of all genders members of all racial and ethnic groups people with disabilities and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Base Pay Scale: Generally starting at $51.15 $67.78 per hourThe salary of the finalist selected for this role will be set based on a variety of factors including but not limited to internal equity experience education specialty and training. This pay scale is not a promise of a particular wage.
Required Experience:
Manager
Employment Type
Full-Time
