Workforce Management Manager
The Workforce Management (WFM) Manager at Tebra is responsible for leading and overseeing the WFM program within a dynamic, multi-channel contact center that serves healthcare providers and billing organizations. This role involves strategic planning and operational management to ensure optimal staffing, scheduling, and performance. The WFM Manager collaborates closely with Operations, Quality, and Leadership teams to align workforce strategies with business objectives, aiming to enhance service levels and customer experience.
Key responsibilities include owning and continuously optimizing the WFM program to align with operational goals and service-level commitments across various channels such as voice, email, and ticket-based workflows. The WFM Manager leads both short- and long-term forecasting and capacity planning, partnering with stakeholders to incorporate factors like seasonality, growth trends, and business initiatives into staffing strategies. They develop and implement scheduling strategies that balance service performance with operational efficiency, ensuring schedules meet coverage requirements and adjusting for volume spikes or staffing disruptions. Additionally, the role involves overseeing real-time performance management, including monitoring adherence and implementing escalation frameworks, as well as leading the development and automation of WFM reporting to provide actionable insights for service delivery improvements.
Candidates should have over five years of experience in Workforce Management within a contact center or customer support environment, with proven expertise in forecasting, scheduling, intraday performance, and WFM reporting. Strong analytical skills are essential, along with proficiency in WFM platforms and reporting tools such as NICE InContact, Verint, Genesys, or Calabrio. Advanced proficiency in Excel or other data analysis tools is required. The ideal candidate is a strategic thinker capable of translating insights into operational improvements, with experience leading cross-functional initiatives and driving continuous process enhancements. Excellent communication and interpersonal skills are necessary to effectively influence leaders and collaborate across teams.
While specific compensation details are not provided, Tebra offers a comprehensive benefits package that includes health insurance, paid time off, and opportunities for professional development. The company fosters a collaborative and innovative work environment, encouraging employees to contribute to the success of independent healthcare practices.
Tebra is dedicated to supporting independent healthcare practices by providing an integrated platform that combines electronic health records, practice management, billing, marketing, and patient engagement tools. The company values continuous improvement and operational efficiency, aiming to enhance service levels and customer experience. Employees have the opportunity to work in a dynamic and fast-paced environment, contributing to the growth and success of the organization.