Workforce Optimization Manager, Diabetes Support Team

hace 4 semanas

Calvos, Orense, España Society Of Workforce Planning Professionals A tiempo completo

The Society Of Workforce Planning Professionals is seeking a highly skilled Workforce Optimization Manager to join our team in the Medtronic Diabetes Business. This dynamic and challenging role will play a key part in improving the delivery of customer service by providing workforce optimization guidance.

About the Role

As a Workforce Optimization Manager, you will be responsible for meeting service objectives and initiating proactive action around opportunities in staffing, planning, and command functions from a real-time perspective. You will manage a team of 9 people and work cross-functionally with business leaders in the Americas organization as well as operating teams in the customer care, patients' financial services, and installed base organization.

Responsibilities
  • Provide 24x7x365 real-time global command center oversight
  • Monitor BPO and international managed operations
  • Responsible for meeting business service level metrics and optimizing agent resources to meet the call arrival patterns for each scheduled interval
  • Responsible for communication of intraday performance trends, barriers, and risks impacting the call center's ability to meet the service level goals
  • Responsible for reallocation of agent resources based on current intraday interval performance spikes and dips, caused by planned or unplanned events and technology outages
  • Intraday management of requests for scheduled activities (Meetings, Trainings, Coaching, etc.)
  • Monitor adherence activities to provide call center management with data to support coaching when needed and ensure adjustments are made when applicable to protect the integrity of Adherence data reporting and agent occupancy
Estimated Salary Range:

$120,000 - $180,000 per year, depending on experience.

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