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 analysis, team coaching, data-driven decision making
Preferred skills
Influence and leadership, cross-functional collaboration, project leadership
Technologies
Five9, Nice, IEX, Microsoft Excel
Responsibilities
Lead the team to deliver phone and WIP performance results; Coach and develop the team on resource planning functions; Participate or lead projects crucial to specialty growth; Assist in ROI calculations on new projects or tools; Lead service recovery steps
Seniority
Senior Manager, hands-on leadership