Senior Manager, Capacity Planning, Reporting

This is a fully remote position, open to applicants in United States.

📋 Description

• Create a staffing strategy that maximizes resources to comply with regulatory and quality standards

• Supervise and authorize external reporting to regulatory authorities

• Maintain a continuous staffing plan that aligns with budgetary constraints

• Provide required regulatory and contractual reporting

• Collaborate with cross-functional stakeholders to determine the root causes of unmet metrics

• Lead initiatives for change that are driven by data

• Formulate and execute a departmental strategy focused on ongoing improvement

⛳️ Requirements

• A Bachelor's degree in Business, Healthcare Administration, or a related field is mandatory

• A Master's degree is advantageous

• A minimum of seven (7) years of experience in call center forecasting, workforce management, and/or data analysis within a call center setting is required

• At least five (5) years of management experience leading analyst teams, emphasizing data analytics and data-driven decision-making, is necessary

• Experience in a multi-site call center operation with a minimum of 500 seats is essential

• Familiarity with CRM and WFM software is required

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Flexible work arrangements

• Opportunities for professional development

• Bonuses

• Wellness programs