Sr. Manager, Workforce Planning

at  Centricity Research

SR. MANAGER, WORKFORCE PLANNING - CLINICAL RESEARCH

Job Description: As the Senior Manager of Workforce Planning for Patient Recruitment, this role is responsible for Capacity Planning, Forecasting, Scheduling, and Real-Time Monitoring for a global contact center dedicated to identifying patients for clinical trials. This role is critical to supporting the contact centers mission to provide a world-class recruitment experience while ensuring efficient resource utilization. Reporting to the Executive Director of Marketing and Recruitment, this role will collaborate closely with the frontline marketing and recruitment management team.

QUALIFICATIONS:

• Minimum of three years of managerial experience overseeing a Workforce Management Team in high-volume (200+ agents) contact centers.
• Customer-centric approach to workforce management.
• Proven track record in managing and developing analysts, setting measurable goals, and maintaining a positive work environment.
• High degree of initiative and flexibility; adept at leading staff through changes in work environment, volume, business processes, systems, and regulations.
• Excellent verbal and written communication skills, with strong presentation capabilities.
• Strong interpersonal skills, with the ability to interact effectively with executive and senior management, vendors, internal customers, and staff at all levels.
• Exceptional time management, accuracy, and discipline.
• Superior analytical and problem-solving skills, capable of identifying root causes and developing data-driven solutions.
• Proficiency with Excel and Microsoft Suite.
• Experience managing outsourcers and vendor relationships.
• Expertise in Omni-channel queue management (calls, chats, emails, cases).
• Proficient in ACD technology, with preference for 8x8 experience.
• Proficient in Salesforce reporting and queue management.
• Experience with contact management and workforce management software and reporting tools such as Genesys, Five9, NICE WFM, and Tableau.
  This role is critical to ensuring our contact center operates at peak efficiency, delivering top-tier recruitment services for clinical trials. If you are a strategic thinker with a proven ability to manage and optimize contact center resources, we encourage you to apply.

• Prepare short and long-term forecasting and staffing models to meet patient recruitment goals.
• Analyze trends and recommend resource adjustments to achieve performance objectives.
• Provide detailed reports on schedule adherence, forecast accuracy, and related metrics to leadership.
• Coordinate all Workforce Management reporting activities.
• Collaborate cross-functionally to plan and track major initiatives impacting recruitment volume.
• Develop and recommend strategies to enhance recruitment efficiency and customer service levels.
• Partner with business leaders and finance teams on budget planning and exercises.
• Manage workforce management systems to ensure the latest technology is leveraged for recruitment efficiency.
• Serve as the expert on Workforce Management software and tools.
• Continuously communicate successes and identify opportunities for improvement.
• Proactively report trends and events impacting patient contact behavior to the organization.
• Provide real-time and historical reporting.
• Lead and manage a team of Recruitment Leads.
• Proactively contribute to the achievement of Centricitys mission, vision, and culture.
• Actively model our core values.