contact center workforce manager

PacificSource Health Plans

<div><div>Looking for a way to make an impact and help people?</div><div></div><div><i>
Join PacificSource and help our members access quality, affordable care!</i></div><div></div><div>
PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person&rsquo;s talents and strengths.</div><div></div>
The Workforce Management Analyst is responsible for optimizing staffing and scheduling within a contact center environment to ensure service level goals are met. This role involves forecasting call volumes, analyzing performance metrics, and managing workforce management tools to support operational efficiency and customer satisfaction.<div></div><div>
Essential Responsibilities:</div><ul><li>
Analyze historical trends to develop short- and long-term forecasts for voice, chat, and text interactions.</li><li>
Collaborate with leadership to align forecasts with business goals.</li><li>
Create and manage agent schedules including shifts, breaks, training, and time-off.</li><li>
Monitor real-time adherence and adjust staffing dynamically to maintain service level targets.</li><li>
Generate daily, weekly, and monthly reports on KPIs such as occupancy, service level, shrinkage, and cost per call and present actionable insights to leadership for continuous improvement.</li><li>
Conduct root cause analysis for performance deviations.</li><li>
Administer workforce management platform.</li><li>
Maintain agent profiles and scheduling rules in WFM systems.</li><li>
Automate reporting and scheduling processes using Excel, SQL, or VBA.</li><li>
Serve as a liaison between operations, HR, and IT teams.</li><li>
Communicate staffing changes and performance updates effectively.</li><li>
Participate in strategic planning and operational review meetings.</li></ul><div></div><div>
Supporting Responsibilities:</div><ul><li>
Meet department and company performance and attendance expectations.</li><li>
Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.</li><li>
Perform other duties as assigned.</li></ul><div></div><div>
SUCCESS PROFILE</div><div></div><div>
Work Experience: Minimum of 2 years of experience in workforce management within a contact center. Experience with multi-channel environments (voice, chat, text).</div><div></div><div>
Education, Certificates, Licenses: High school diploma or equivalent required. Bachelor&rsquo;s degree in Business Administration, Statistics, Mathematics, or related field preferred.</div><div></div><div>
Knowledge: Proficiency in Microsoft Excel, Access, SQL, and workforce management software. Familiarity with call center technologies and KPIs. Strong analytical and data visualization skills. Excellent communication and interpersonal abilities. Strong organizational and multitasking skills. Ability to work independently and under pressure.</div><div></div><div>
Competencies</div><div>
Adaptability</div><div>
Building Customer Loyalty</div><div>
Building Strategic Work Relationships</div><div>
Building Trust</div><div>
Continuous Improvement</div><div>
Contributing to Team Success</div><div>
Planning and Organizing</div><div>
Work Standards</div><div></div><div>
Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.</div><div></div><div>
Skills:</div>
Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork<div></div><div>
Our Values</div><div>
We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:</div><ul><li>
We are committed to doing the right thing.</li><li>
We are one team working toward a common goal.</li><li>
We are each responsible for customer service.</li><li>
We practice open communication at all levels of the company to foster individual, team and company growth.</li><li>
We actively participate in efforts to improve our many communities-internally and externally.</li><li>
We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.</li><li>
We encourage creativity, innovation, and the pursuit of excellence.</li></ul><div></div><div>
Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.</div><div></div><div>
Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.</div></div>

Workforce Management Analyst

ULTIMATE HUMAN RESOURCES SOLUTIONS LLC

<ul><li>Monitor real-time agent activity and queue performance, identifying and addressing immediate issues impacting service levels.</li><li>Analyze intraday trends and forecast deviations from planned staffing levels, proactively recommending adjustments to meet service goals.</li><li>Generate and distribute real-time and historical performance reports, providing actionable insights for operational improvements.</li><li>Manage and optimize agent schedules, including real-time adherence monitoring and break/lunch management to ensure efficiency.</li><li>Collaborate with workforce management and operations teams to optimize staffing and improve overall contact center performance.</li><li>Identify and escalate critical issues, such as system outages or significant performance drops, to appropriate stakeholders.</li><li>Conduct root cause analysis of performance issues, proposing and implementing solutions to prevent recurrence.</li><li>Utilize workforce management tools to manage real-time staffing needs, including call routing, queue management, and agent skill assignments.</li></ul><br/>

Real Time Analyst

Optum

<div><p>Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start<b> Caring. Connecting. Growing together.</b></p><p></p><p><br>
In this role, you will represent the Workforce Management (WFM) team during migration for the OMNI channel implementation project, providing comprehensive WFM expertise and oversight. A thorough understanding of current real-time call delivery, scheduling practices, and capacity planning concepts is essential to replicate workforce requirements within a modern cloud-based solution. Your focus will be on ensuring that we achieve the desired business outcomes in the most efficient and straightforward manner. You will collaborate with Workforce Management partners and site leaders to ensure adequate staffing, contingency planning, and workflow monitoring throughout the migration process. Your responsibilities will include partnering with the WFM teams to communicate migration updates, participate in end-to-end testing, and be the migration resource for multiple areas of business while migrations are on-going.</p><p></p><p><br>
You will maintain and execute on the Enterprise Workforce Organization's (EWO) vision of &quot;Creating and adapting our enterprise workforce ecosystem through innovative and tailored solutions, fostering a culture of accountability, and driving operational success in a rapidly evolving global healthcare landscape.&quot;.</p><p></p><p><b><br>
Primary Responsibilities:</b></p><ul><li>
Partner with the OMNI project teams to define future state requirements and real time best practices for the call centers</li><li>
Partner with the WFM team to discuss rollout plans and gather risks that need to be shared back to the project team</li><li>
Partner with call routing to test and ensure future state is working as designed</li><li>
Partner to ensure the NOC/OCC have the ability to allocate call volumes</li><li>
Represent and be the liaison for the project team on behalf of WFM</li><li>
Utilize call center tools to provide recommendations for future state</li><li>
Ensure that system is appropriately set up to ensure WFM can effectively manage real-time inbound call traffic across multiple contact center locations to help ensure that service levels are met</li><li>
Gain an understanding of the technical and business solutions being offered and present them to leadership</li><li>
Provide training to WFM on policies, procedures, and best practices from Genesys to Amazon Connect</li><li>
Share feedback from WFM back to the project team</li><li>
Drive innovation and process improvement within Workforce Management</li><li>
Perform ad hoc reporting and analysis as needed to improve overall performance of the call center, and enable solid understanding of the business</li><li>
Complete other duties as assigned for OMNI or WFM as assigned</li><li>
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so</li></ul><p></p><p><b>
Required Qualifications:</b></p><ul><li>
Experience with call routing, IVRs, PBXs, ACDs, Amazon Connect, Genesys or CXone, CMS modifications and vendor scripting</li><li>
Proven experience in Workforce Management (WFM) within a contact center environment, with a focus on process improvement, workflow optimization, benchmarking, and evaluation methodologies</li><li>
Experience working with and influencing cross-functional teams to drive alignment and achieve business objectives.</li><li>
Solid understanding of operational and procedural aspects of call center management, backed by several years of hands-on experience.</li><li>
Demonstrated ability to collaborate effectively within a team-oriented environment</li></ul><p></p><p><b><br>
Preferred Qualifications:</b></p><ul><li>
Experience with call routing, IVRs, PBXs, ACDs, Amazon Connect, Genesys or CXone, CMS modifications and vendor scripting<br>
Project Management</li><li>
Tableau or reporting creation</li><li>
Experience with workforce planning concepts</li><li>
Experience with call center capacity planning and staffing models</li></ul><p></p><p><i><br>
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.</i></p><p></p><p><br>
#njp</p></div>

Workforce Planning Senior Analyst or Lead

Paychex, Inc.

<div>About Us: Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential. Overview: Responsible for the planning and execution of resource allocation strategies to meet staffing needs through the application of workforce management (WFM) methodologies. Provides multi-level forecasting, scheduling, reporting, real-time monitoring and trend analysis support to ensure frontline representatives deliver exceptional customer service. Responsibilities:
<ul><li>Coordinate coverage and completion of real-time, intra-day, daily, weekly, and monthly deliverables including short-term forecasts, schedules, reporting, and monitoring of customer interaction performance and adherence.</li></ul>
<ul><li>Partner with staff, leaders, and peers to identify business opportunities based on analysis of workforce management reports. Translate the forecast into actionable plans across multiple communication channels.</li></ul>
<ul><li>Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.
</li></ul><ul><li>Monitors real-time queue and adherence to ensure service level and response time objectives are met. Evaluate peaks in customer interaction volume to troubleshoot and respond to fluctuations.
</li></ul><ul><li>Conduct weekly meetings with supported teams, to review weeks schedules, outline needs for staffing, receive any current information, and coordinate effective communication between WFM, front-line leadership and strategic partners such as Quality, Training, Finance, and Talent Acquisition.
</li></ul><ul><li>Generate and analyze reports to update management regarding performance, shrink, agent adherence / occupancy, and productivity. Provide recommendations for ongoing improvement and enhanced resource utilization.
</li></ul><ul><li>Perform updates to agent profiles, skilling, schedules, etc. Maintain accurate data within Workforce Management system. Update long-term forecasting and capacity plans as applicable. Track data points such as attrition, new hire readiness, and leaves of absence to drive forecast accuracy. Ensure all changes are completed within SLA .
</li></ul><ul><li>Maintain documentation of special / seasonal events and the impact to service centers. Track system downtime, existing support issues and unexpected customer volume to incorporate into future planning.
</li></ul><ul><li>Coordinate PTO, overtime and absence request processes to balance personnel needs and staffing needs.</li></ul>
<ul><li>Ensures maximum utilization of existing technologies to support efficient distribution of customer interactions and use of staff.</li></ul>
<ul><li>Maintain and update procedural documentation to ensure accurate and standardized processes are being followed across the team.
</li></ul><ul><li>Serve as subject matter expert to assist with training new employees and assist team members with process questions</li></ul>
Qualifications:
<ul><li>Associate's Degree - Preferred</li><li>
2 years of experience in Contact Center Operations.</li>
<li>2 years of experience in Workforce Management and/ or Planning.</li></ul>
Live the Paychex Values:
<ul><li>Act with uncompromising integrity.</li></ul>
<ul><li>Provide outstanding service and build trusted relationships.</li></ul>
<ul><li>Drive innovation in our products and services and continually improve our processes.</li></ul>
<ul><li>Work in partnership and support each other.</li></ul>
<ul><li>Be personally accountable and deliver on commitments.</li></ul>
<ul><li>Treat each other with respect and dignity.</li></ul>
Not sure if you meet every requirement?:
<div>
At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.</div><div><br>
Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.</div></div>

AWASR

<div>
 Job description:
 <br/>
 <br/>
 POSITION INFORMATION Division:  Commercial
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 <br/>
 Department: Customer Excellence
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 Role Designation: Supervisor Contact Center
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 Dimension:
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 Voice &amp; Messaging Team Leaders (Inbound, Outbound, B2C, B2B, VIP &amp; Priority Customers)
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 Reports To: Senior Manager Customer Excellence
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 <br/>
 Internal Interfaces:
 <br/>
 QA &amp; Training, Workforce Planning, IT/Telephony, Product, Billing
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 <br/>
 ROLE PURPOSE:
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 <br/>
 To lead and optimise all inbound and outbound voice &amp; messaging interactions across the contact centre, ensuring exceptional customer experience, efficient queue and resource management, and continuous service improvement. This role oversees workforce management, call handling teams, system utilisation, SLA adherence, and channel performance across campaigns and service areas.KEY ACCOUNTABILITIES AND
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 RESPONSIBILITIES:
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 Operational Accountabilities&bull;    Manage daily operational effectiveness of inbound and outbound voice and messaging teams.
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 *     Ensure all-round compliance with service levels, SOP adherence, and customer interaction handling metrics.
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 *     Deploy dynamic resourcing to meet fluctuating call volumes and campaign needs.
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 *     Act as senior escalation point for priority or sensitive voice contacts.
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 *     Analyze call trends, agent performance, and root causes of repeat calls to drive continuous improvement.
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 *     Operationalize QA, training, and script improvements based on call listening and analytics for improved customer experience.
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 *     Optimize IVR routing, contact containment, and call-backs to improve customer journeys.
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 *    SLA Achievement
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 *     Abandonment Rate
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 *    Average Wait Time
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 *    First Contact Resolution
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 *    Voice CSAT
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 *    Containment/Deflection via IVR or Callback
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 *    Employee Satisfaction
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 *    Periodically report performance to management, weekly, monthly, quarterly, etc.
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 *    Analyze contact center performance and report improvements periodically.
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 *    Maintain regulatory compliance in verbal interactions and disclosures while making it easy for customers to do business with us.
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 *    Voice leadership experience with operational and analytical depth
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 *    Calm under pressure and decisive in real-time call management
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 *    Skilled communicator and call quality advocate
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 *    Practical knowledge of call routing, ACD, and performance dashboards
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 <br/>
 ROLE REQUIREMENTS:
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 Educational QualificationsBachelor's degree in Business, Communications, or equivalent professional experience.
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 Professional Qualifications &amp; Experience3 to 5 years in contact centre management, voice operations emphasis Sector of Previous Experience Telecommunications, etc.
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 Language Requirements for Role:
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 English mandatory, Arabic mandatory ( both verbal and written).
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 Key Skills, Requirements and Knowledge  *  Voice leadership experience with operational and analytical depth:
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 *  Calm under pressure and decisive in real-time call management
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 *  Skilled communicator and call quality advocate
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 *  Practical knowledge of call routing, ACD, and performance dashboards
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 *  Good skills in Microsoft Excel and PPT
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 Profile description:
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 To lead and optimise all inbound and outbound voice &amp; messaging interactions across the contact cent
</div>


Supervisor Contact Center

Hays Specialist Recruitment Limited

<p>Contract Opportunity: Workforce Management Specialist (NICE WFM + AWS Connect)Contract Details:</p> <ul> <li>Duration: 4 weeks initially</li><li>Location: 2 days a week on site - Bristol or Swansea</li><li>IR35: Out of scope of IR35</li></ul> <p>We're seeking a Workforce Management expert with hands-on experience implementing NICE WFM within an AWS Connect environment. This contract role requires a deep understanding of WFM best practices, forecasting, scheduling, and optimisation in cloud-based contact center setups.Key Requirements:</p> <ul> <li>Proven experience deploying NICE WFM in AWS Connect</li><li>Strong grasp of workforce planning, real-time adherence, and performance analytics</li><li>Ability to advise on WFM strategy and drive operational excellence</li></ul> <p><strong>What you need to do now</strong>If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.</p> <p>Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk</p>

NICE Specialist

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