NCI Workforce Manager

Fred Hutchinson Cancer Center is an independent nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.

With a track record of global leadership in bone marrow transplantation HIV/AIDS prevention immunotherapy and COVID-19 vaccines Fred Hutch has earned a reputation as one of the worlds leading cancer infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology infusion radiation proton therapy and related services and network affiliations with hospitals in five states. Together our fully integrated research and clinical care teams seek to discover new cures to the worlds deadliest diseases and make life beyond cancer a reality.

At Fred Hutch we value collaboration compassion determination excellence innovation integrity and respect. Our mission is directly tied to the humanity dignity and inherent value of each employee patient community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems.

The NCI Workforce Manager applies extensive knowledge of the National Cancer Institutes Cancer Information Service operations and needs along with their own knowledge of Workforce Management to administer planning and scheduling communications training and shepherding of day-to-day operations as well as identify areas for efficiencies and increased staff satisfaction.

A cover letter is required for consideration.

Most Fred Hutch jobs requiresomeon-campus work. However there may be flexibility for certain positions. Please check with the recruiter if you are an out-of-state applicant interested only in working outside of the Seattle area.

This position works under the NCI CIS Director and Contact Center Manager in close partnership with the NCI Leadership Team in leveraging a deep understanding of departmental operations and goals to provide strategic consultation and coordination for implementation of an effective comprehensive and collaborative workforce management plan.

Job Duties:

• Spearhead the contact center staff planning processes
• Ensure key planning processes are understood by the entire organization
• Ensure contact center and staffing models include accurate updated information
• Conduct meetings with management team and other relevant teams regarding forecast and workload requirements
• Serve as lead administrator of Calabrio WFM software
• Train managers team leaders trainers and staff on the use of scheduling software and associated supportive tools
• Provide executive manager contact center managers and supervisors with reports on volume and workload trends as well as staffing requirements
• Develop and share reports on daily weekly and monthly workload and performance
• Participate in management supervisor and team meetings to communicate short and long-term workload forecasts share analysis of performance and accessibility metrics and trends
• Use a variety of communication tools to ensure contact center staff understand and adhere to scheduling processes
• Work with contact center managers supervisors team leaders and staff to identify efficiencies and staff satisfaction opportunities
• Serve as initial contact point for all issues regarding schedules including troubleshooting technical or process problems; escalate to the appropriate resources when necessary
• Process day off requests and administer bi-yearly vacation planning
• Determine workforce requirements to meet service level and response time metrics
• Provie leadership to intraday monitoring team
• Provide leadership to team making real-time schedule changes adjusting schedules based on workload and forecast shifts
• Provide recommendations for process improvements as it applies to Contact Center WFM systems or software.
• Participate in the design development modification testing implementation and documentation of WFM application changes and upgrades to meet business needs
• Collaborate with Contact Center systems team to ensure WFM system configuration and modifications are fully supported
• Complete NCI contract deliverables
• Remain informed and up to date with current and changing Contact Center workforce management technology trends and practices.

MINIMUM QUALIFICATIONS:

• Bachelors Degree or relevant experience.
• 4 years of workforce management experience preferably in a Contact Center focusing on health-related interactions.
• Experience in a multi-skilled environment.
• Experience using SharePoint for documentation records management and workflow communications.
• Experience working with diverse populations and demonstrated cultural competence.

PREFERRED QUALIFICATIONS:

• Current or recent CIS experience.
• Experience with Verint or Calabrio WFM software strongly preferred.
• Experience in an omni channel environment preferred.
• Proven ability to collaborate analyze communicate document essential information to a variety of contact center stakeholders.
• Strong organizational analytical and problem-solving skills.
• Ability to communicate clearly with stakeholders in a timely manner both in writing and verbally.
• Demonstrate strong customer service approach.
• Ability to work in a team environment with significant day-to-day contact with managers supervisors and staff.
• Ability to identify when expertise or knowledge is needed from others.
• Computer literacy with databases word processing spreadsheets and Microsoft Office suite.
• Excellent organizational and communication skills.

The annual base salary range for this position is from $80475 to $120682 and pay offered will be based on experience and qualifications.

A cover letter is required for consideration.

Most Fred Hutch jobs requiresomeon-campus work. However there may be flexibility for certain positions. Please check with the recruiter if you are an out-of-state applicant interested only in working outside of the Seattle area.

Although Fred Hutch is not sponsoring most H-1B visas at this time candidates who already hold an H-1B sponsored by another organization and are currently in the U.S. may be eligible for this position.

Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health well-being and financial security. Benefits include medical/vision dental flexible spending accounts life disability retirement family life support employee assistance program onsite health clinic tuition reimbursement paid vacation (12-22 days per year) paid sick leave (12-25 days per year) paid holidays (13 days per year) and paid parental leave (up to 4 weeks).