Overview
We are seeking a dynamic and experienced individual to join our team as the Workforce Management Manager (Real-Time). If you are passionate about optimizing contact center performance and achieving client KPIs, we want to hear from you.
Work Set Up and Schedule: Makati, hybrid | Shifting schedule
At Carenet Health, we’re relentlessly focused on delivering clinically driven, consumer-centric engagement solutions rooted in powerful, one-on-one connections. One in five (65 million) Americans has access to our services, and we connect with 70,000 consumers daily about their health and wellness, coverage and benefits, care coordination and more.
Responsibilities
A. Strategic Thinking and Planning:
- Leverage industry-leading processes and technology for informed workforce decision-making.
- Maintain and manage the Workforce Management System to optimize scheduling.
- Oversee schedule adherence reporting and agent feedback processes, implementing coaching and disciplinary actions as needed.
- Manage real-time monitoring and reporting for both remote and on-site team members.
- Meet and exceed all Key Performance Indicators (KPIs) for efficient operations.
B. Problem Solving/Analysis:
- Analyze real-time call arrival patterns to make staffing adjustments.
- Identify call routing anomalies using monitoring applications.
- Recognize real-time call volume interruptions and escalate system outages to maintain contact center performance.
- Maintain an accurate agent skill set inventory and involve recruiting/training departments as needed.
- Ensure adherence to penalty contract service level requirements.
C. Communication:
- Provide general and ad hoc reporting for internal and external stakeholders.
- Ensure Contact Center compliance with legal requirements, adapting work processes accordingly.
- Train team members, managers, and trainers on the use of workforce planning tools and report generation.
- Effectively communicate concepts, strategies, and analysis through various methods.
- Respond creatively to challenges and proactively make recommendations.
D. Collaboration with Carenet Team:
- Act as a role model and mentor, embodying the company's core values.
- Establish excellent working relationships with internal clients, prioritizing quality service and anticipating future client needs.
- Collaborate closely with Operations, Training & Recruiting to proactively provide new hire schedules.
- Nurtures a positive culture within the team.
- Perform additional duties and projects as assigned.
Qualifications
- Solid experience as a WFM leader for at least 5 to 7 years handling inbound and outbound teams
- Dialer Management experience is strongly preferred
- Exceptional Communication Skills
- Experience in gathering human resources metrics and shared metrics with other business leaders.
- Strong Leadership Skills
Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.
Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.
