Strategic Workforce Optimization Manager
hace 2 semanas
Company Overview: Medtronic Diabetes is a leading player in the medical device industry, serving over 463 million patients worldwide. As the diabetes device industry converges with consumer electronics technology, we're transforming our business to adapt to this change and create meaningful differentiation to drive customer preference and revenue growth.
Job Description: We're seeking a highly skilled Workforce Management professional to join our team as a Strategic Workforce Optimization Manager. In this role, you'll play a key part in improving customer service delivery by providing workforce optimization guidance to our Diabetes Americas region.
About You: The ideal candidate will have experience in workforce management, with expertise in optimizing agent resources to meet service level goals. You'll be responsible for real-time global command center oversight, monitoring BPO and international managed operations, and communicating intraday performance trends and barriers to call center management. This role also involves managing a team of 9 people and working cross-functionally with business leaders in the Americas organization. Your Day-to-Day will include:
- Providing 24/7/365 real-time global command center oversight
- Monitoring BPO and international managed operations
- Responsible for meeting business service level metrics and optimizing agent resources to meet call arrival patterns
- Communicating intraday performance trends and barriers to call center management
Responsibilities: As a Strategic Workforce Optimization Manager, your key responsibilities will include:
- Developing and implementing workforce optimization strategies to improve customer service delivery
- Managing a team of 9 people to ensure effective execution of workforce optimization plans
- Collaborating with business leaders in the Americas organization to align workforce optimization strategies with business objectives
- Providing real-time analytics and insights to inform workforce optimization decisions
What We Offer: As a valued member of our team, you can expect a competitive salary range of $100,000 - $120,000 per year, depending on experience, plus additional benefits including health insurance, retirement plan, and paid time off.
About Society Of Workforce Planning Professionals, we value diversity, equity, and inclusion in all aspects of our work. Our mission is to empower professionals to make informed workforce planning decisions that drive business success. Join us in shaping the future of workforce planning
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