Esri
Esri technology helps people solve some of the world’s most difficult problems.
Workforce Management Manager
Location
Arizona + 8 moreAll locations: Arizona, Florida, Kentucky, New Hampshire, North Carolina, Missouri, South Carolina, Tennessee, Texas
Posted
4 days ago
Salary
Not specified
Bachelor Degree5 yrs expEnglishAWS
Job Description
• Monitor real-time staffing, queue performance, and agent adherence, and recommend or implement intraday staffing adjustments.
• Track and report key workforce and contact center metrics, including service level, ASA, abandonment rate, AHT, occupancy, shrinkage, adherence, forecast accuracy, and staffing variance.
• Produce recurring workforce reporting and analytics that support operational decisions, leadership visibility, and client experience improvements.
• Partner closely with Nurse Triage and Patient Access Operations, Quality, and Training to support ongoing optimization and continuous improvement efforts.
Job Requirements
- 5+ years of workforce management experience in a call center environment.
- Management experience leading or overseeing workforce planning, scheduling, or intraday functions.
- Bachelor's degree in Business, Analytics, Operations, Healthcare Administration, or related field (or equivalent experience).
- Experience supporting remote and or 24/7 contact center operations.
- Strong analytical skills with a proven ability to translate data into operational improvements.
- Advanced Excel proficiency and experience building reports and dashboards.
- Ability to manage multiple priorities in a fast-paced environment.
- Required hands-on experience with Calabrio and AWS (contact center analytics and WFM tools).
- Experience in healthcare environments.
Benefits
- Health insurance
- Paid time off
- Professional development opportunities
