What you will do
- Lead, mentor, and develop a team of direct reports within different WFM spaces (ie Real Time Analysis, Scheduling, Forecasting, etc)
- Train direct reports and leaders on using workforce optimization (WFO) software
- Coach and manage direct reports as needed based on the performance of your team and their specific goals
- Lead the deliverables around forecasting/staffing models for multiple channels and lines of business including but limited to inbound and outbound phone calls, online chat, email, SMS, etc within multiple sites; both captive and offshore
- Execute real time adherence objectives, ensuring queues and channels are optimized at all times
- Balance workforce deliverables in alignment with performance guarantees and financial budgets
- Develop reports and dashboards for stakeholder & leadership visibility
- Assess, recommend, implement and execute on productivity/process improvements as well as A.I./automation strategies
- Work closely with cross functional teams and leaders in support of their staffing objectives
- Assess continual call arrival patterns for hours of operation changes
- Create and present performance data, provide recommendations related to those data
- Assist with vetting potential new software solutions in the call center space
What you will bring
- 10+ years of leadership experience, specifically leading a workforce management team in a call center setting, managing multiple teams, locations as well as both captive and vendor centers (experience in healthcare industry preferred)
- 3+ years experience of progressive roles within a workforce management team (realtime, forecasting, scheduling, reporting analyst, etc) outside of leading a WFM team.
- Experience and proven success in leading and launching new WFO solutions and AI automations
- Expert verbal, written, and presentation skills
- Excellent time management and organizational skills
- Comfortable with flexibility in a constantly changing work environment
- Proven success in problem solving, critical thinking, and collaboration skills
- Proficient in multiple omnichannel & WFO tools (Talkdesk, Twilio, Salesforce, etc)
- Expert ability to analyze and present data to drive discussion and insight
- Excellent data interpretation and analysis skills
- Advanced proficiency in Microsoft Excel, G Suite
- High degree of ownership
- Ability to work autonomously and with minimal oversight
What SmithRx Offers You:
- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
- Flexible Spending Benefits
- 401(k) Retirement Savings Program
- Short-term and long-term disability
- Discretionary Paid Time Off
- 12 Paid Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations
- Professional development and training opportunities
