Call Center Workforce Manager (Remote)

at  Chenega Corporation

Overview:
Come join a company that strives for Extraordinary People and Exceptional Performance! Chenega Professional & Technical Services, LLC, a Chenega Professional Services’ company, is looking for a Call Center Workforce Manager to support the TRICARE Call Center that facilitates the health care needs of our military population and their beneficiaries by responding to inbound calls. The Call Center Workforce Manager will provide workforce management, real time management, scheduling management, and analytics to over 300 employees.
Our company offers employees the opportunity to join a team where there is a robust employee benefits program, management engagement, quality leadership, an atmosphere of teamwork, recognition for performance, and promotion opportunities. We actively strive to channel our highly engaged employee’s knowledge, critical thinking, innovative solutions for our clients.

Responsibilities:

• Daily optimization of our call center operations using real time management.
• Serve as the primary contact for managing relationships with our client’s WFM team.
• Developing and maintaining metric reporting, generating insights for performance improvement, and establishing performance metrics.
• Provide metric reporting, analysis, and recommendations to the leaders of the call center.
• Drive continuous improvement in workforce management, conduct audits, recommend process changes, and maintain best practices.
• You will work closely with key stakeholders to address critical business questions and shape our workforce management strategies.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree or higher degree with Five (5) years of relevant experience in Call Center Management. Equivalent combinations of education and experience may be qualifying.
• Minimum Three (3) years in a Call Center Workforce Management or Capacity Management role with workforce responsibility to over 300 employees.
• Proven experience in workforce management and real time management.
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, reporting software).
• Understanding of call center customer service metrics (FCR, Schedule Adherence, SLA’s, etc.)
• Experienced in using WFM and telephony software (Amazon Connect, Verint, Genesys, Five 9, Nice CXOne, etc.)
• Experience in healthcare call centers is a plus.
• Experience working in a 3rd party outsourcing call center is preferred.

Knowledge, Skills and Abilities:

• Advanced Excel skills.
• Strong verbal and written communication skills
• Possess solid Client Relationship skills.
• Possess solid people skills.
• Possess knowledge of standard office administrative practices and procedures, including the use of standard office equipment to accomplish clerical statistical and data entry tasks in the support of the administrative work of the office.
• Have superior customer service and organizational skills.
• Be highly organized, detail-oriented with strong organizational skills and ability to work effectively and independently with a positive attitude.
• Strong planning, and problem-solving skills.
• Proficient computer skills using MS Office Suite (Word, Power Point and Excel are essential).

Final salary determination based on skill-set, qualifications, and approved funding.
Many of our jobs come with great benefits – Some offerings are dependent upon the role, work schedule, or location, and may include the following:

• Daily optimization of our call center operations using real time management.
• Serve as the primary contact for managing relationships with our client’s WFM team.
• Developing and maintaining metric reporting, generating insights for performance improvement, and establishing performance metrics.
• Provide metric reporting, analysis, and recommendations to the leaders of the call center.
• Drive continuous improvement in workforce management, conduct audits, recommend process changes, and maintain best practices.
• You will work closely with key stakeholders to address critical business questions and shape our workforce management strategies.
• Other duties as assigned