• Senior Workforce Optimization Manager

    Job Locations US-OH-Cincinnati
    Job ID
    # of Openings
    Hidden (44290)
  • Overview

    This position is primary responsible for all aspects of multi-site work force management activities, including scheduling, reporting and forecasting to ensure productivity meets or exceeds service level agreements and quality standards.



    Patient Minded I act with the patient’s best interest in mind.

    Client Delight I own every client experience and its impact on results.

    Take Action I am empowered and empower others to act now.

    Grow Talent I own my development and invest in the development of others. 

    Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

    Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

    Own It I hold myself and others accountable for results.


    1. Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff and facilities are available during peak periods
    2. Make real-time workforce optimization adjustments based on call volume and activity to achieve service level goals
    3. Analyze historical call trends and pro-actively communicate this information to leadership and implement the appropriate corrective action plans
    4. Analyze a variety of workforce management and productivity reports to develop recommendations for improved efficiencies and conduct cost analysis on labor optimization
    5. Forecast increased FTE needs for new business implementations and respond to RFP request
    6. Improve processes to increase productivity, efficiencies, and the effectiveness of the operations of the Hub Service Center
    7. Review and analyze the monthly, quarterly and yearly Call Center Performance Reports for both internal and external stakeholders and distribute as required
    8. Responsible for updating and creating a variety of management reports including the departmental dashboard
    9. Implement best/consistent practices and policies for the workforce organization across all sites
    10. Other tasks and projects as assigned
    Personal Responsibilities:
    • Focuses on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others.
    • Accepts being accountable and responsible in work practices and expectations.
    • Delivers what is promised. Fosters a collaborative, team-oriented attitude.
    • Communicates effectively with others with clarity and transparency.
    • Uses innovative critical and creative thinking to evaluate and solve work and customer issues. Seeks assistance in solving work problems through collaboration and information seeking.
    Soft Skills
    • Excellent interpersonal, written, and oral communication skills.
    • Analytical thinking
    • Problem solving
    • Proven leadership skills
    • Strong analytical and quantitative aptitude
    • Strong sense of customer service
    • Detail oriented with a high degree of accuracy


    Technical Skills:
    • Background in TeleOpti, Avaya ACD, Aspect E-WFM (Empower), Verint Call Monitoring systems and IVR technologies or similar required.
    • SQL development experience
    • Advanced MS Access development experience Expert in Microsoft Excel, proficient in other Microsoft office applications
    • Directly supervises Workforce Analysis and Specialist.
    • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; and other associate issues as they arise.
    • Previous supervisor responsibility for the workforce function in a multi-skill, multi-site call center operation
    • Advanced knowledge of forecasting techniques and statistical analysis
    • Strong understanding of databases and ad hoc reporting tools, including the ability to automate and schedule reports for distribution to various audiences
    • Technical understanding of telecom hardware (e.g., PBX, ACD, IVR). Ability to comprehend ACD statistical reporting and apply it to the operation of the department



    • Bachelor’s degree in applicable field required or equivalent experience
    • Minimum ten plus years’ experience managing multi- site workforce management teams at supervisor/Manager level preferred


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