Senior Manager, Resource Planning
Core
Lead a team of Analysts and Senior Analysts to manage operational results, staffing strategies, and blended planning for phone and off-phone work-in-progress (WIP) to ensure patient access and service levels.
Role type
Senior Manager, Resource Planning (Workforce Management)
Builds
Staffing strategies, capacity plans, and blended efficiency models for contact center operations
Domain
Healthcare / Workforce Management
Required skills
Workforce management tools, Five9 ACD systems, Nice/IEX workforce management software, Microsoft Excel, root cause investigation, data analysis, team coaching, strategic planning
Preferred skills
Cross-functional influence, career path development, blended planning model expertise
Technologies
Five9, Nice, IEX, Microsoft Excel
Responsibilities
Lead team delivery of phone and WIP performance results, coach and develop team members on resource planning functions, lead service recovery steps, assist in ROI calculations for new projects, partner with Mid-Range Planning
Seniority
Senior Manager, hands-on leadership