Director, WFM Excellence
Director, WFM Excellence
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$ 115000 - 150000
1 Vacancy
Job Description
Overview
Are you an experienced contact center leader looking for an opportunity to drive operational excellence and enhance customer experience If yes come join ATI - the leaders in physical therapy dedicated to delivering exceptional patient outcomes and outstanding customer service.
Reporting to the Senior Director of Patient Experience - As the Workforce Management Director youll hold a vital position at ATI. Operating within the Patient Experience and Access Management Team you will oversee and strategically lead all WFM Staffing Forecasting and Scheduling functions while partnering cross-functionally with key business stakeholders to ensure the contact center always has sufficient staffing available to meet targeted service levels.
This role plays a key part in ensuring seamless cross-functional collaboration while leveraging data-driven decision-making to meet key performance indicators (KPIs) and operational goals.
- 3-6 direct reports
- Oversight of 350 Agent schedules across all US time zones from 7am-7pm local time Monday through Friday (Saturday support where needed)
Responsibilities
Core Duties Summary List
% of time
Utilize data analytics to implement and oversee workforce management strategies including staffing and capacity planning to meet access and visit volume goals
25%
- Direct oversight of the WFM Strategic Planning team WFM tool and vendor relationship center-wide performance and strategic initiatives
25%
- Lead real-time queue management across all skills and campaigns
15%
- Optimize headcount spend while driving quality and employee engagement considering seasonality and surge needs
15%
- Build and develop a high-performing team of Capacity Planning and Workforce Management leaders and experts
10%
- Engage with industry peers to ensure staffing technology and internal customer support remains best in class
5%
Be an in-the-trenches advocate translator and mentor to members of the Operations team - both those directly reporting or not
o To ensure that they are equipped with the appropriate information resources and tools for success
o To serve as an escalation point for urgent issues/blocks that are occurring on key operational initiatives or day to day business
5%
Qualifications
Minimum Education
Required:
Preferred:
Bachelor Degree preferred
Minimum Experience
Required:
5 years leadership experience in workforce management
Preferred:
Experience and proficiency with WFM tools and applications such as NICE Ring Avaya Salesforce Verint Five9 etc.
Knowledge Skills and Abilities
Executive-level communication skills across all mediums
Experience supporting major strategic initiatives in medium to large organizations
Expert knowledge of forecast modeling and process design
Strong analytics and reporting skills with the ability to translate insights into actionable strategies
Ability to thrive in fast-paced environments
Talent for recruiting and developing team members
Licenses and Certifications
Required: N/A
Preferred:
Virtual Employee
Salary Range
Location/Org Data : Dept Number
Required Experience:
Director
Employment Type
Full-Time
