Program Lead Workforce Management
Job Summary
The Workforce Management Program Lead manages, optimizes, and implements workforce program tools to support organizational goals. This role involves implementing scalable techniques and representing the team across the organization. The position requires data analysis, project coordination, and process improvement to enhance operational efficiency.
Responsibilities
- Manage workforce management program tools and techniques
- Analyze data to identify trends and process improvements
- Coordinate projects to meet service levels and milestones
- Collaborate with cross-functional teams to drive operational efficiency
Required Skills
- Workforce Management (1+ years)
- NICE IEX or InContact systems
- Data analysis and process improvement
- Excel or Google Sheets proficiency
Job Details
Responsibilities:
- Identify risks; respond to and resolve issues, errors, and escalations through investigation to inform insights for technology-enabled processes.
- Coordinate projects and processes to ensure key milestones and service levels are met.
- Partner with leadership to strategize, implement, and manage arrangements aimed at lowering costs or improving outcomes.
- Collaborate with cross-functional teams to ensure action plans align with continuous improvement goals.
- Gather and analyze data to identify trends, root causes, and countermeasures, providing recommendations that ensure financial discipline and quality.
- Support process improvement initiatives and mindset shifts to optimize operational efficiency and achieve performance targets.
- Ensure compliance with all applicable laws and regulations.
Requirements:
- 1+ years of professional experience in Workforce Management.
- Extensive experience managing NICE IEX or InContact systems.
- 1+ years of experience using data and metrics to drive improvements.
- 1+ years of experience in process improvement and workflow design.
- 1+ years of experience in developing and presenting information and recommendations to Senior Leadership.
- Proficiency in Excel or Sheets.
Preferred Qualifications:
- Experience with ACA marketplace, provider network, claims, healthcare quality, or provider data.
- Training or experience in Continuous Process Improvement or Lean Six Sigma principles.
- Experience with project coordination or management in a matrixed organization.
- Contact center leadership experience.
- Experience using SQL.