Manager Workforce Management (Hybrid/Troy, MI) - ...

GENERAL SUMMARY: In this role, the Manager will oversee business targets, measure agent performance, identify opportunities and make recommendations to best achieve and exceed Key Performance Indicators (KPI) for the Contact Center as a whole and each representative. The Manager will evaluate statistical data from the various systems, research deltau2019s and recommend performance and efficiency improvement processes. The Manager will work closely with the key stakeholders to validate Contact Center assumptions based on historical data and gain business insights regarding Contact Center initiatives impacting performance. The Manager will use detailed data and multiple workforce tools and applications to increase the productivity of the contact center to ensure service levels are met. This includes forecasting, creating, and adjusting schedules of staff as necessary. The Manager will manage the Workforce Management team and provide training, coaching and development to analysts, as well as recruiting, hiring and managing resources. The Manager must possess a continuous improvement mindset of evaluating existing processes to find operational efficiencies. S/he will experience a wide range of problem-solving situations requiring extensive use of data collection and analysis. The ideal candidate will have a strong command of workforce management solutions, as well as prior experience in a customer service environment. PRINCIPLE DUTIES AND RESPONSIBILITIES: + Supports the long-term strategic vision of workforce management of the contact center. + Maintains schedules and forecasting for approximately 200+ staff across multiple channels (voice, email). + Responsible for call center volume forecasting in 15 to 30-minute intervals, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and intraday workforce management. + Supports capacity planning needs by managing short and long-term forecast processes, developing staffing plans and leading capacity planning meetings. + Reviews historical call center data to provide forecasted workload, changes, assumptions and inputs, along with solutions-oriented support for the team and escalate discrepancies in data with recommendations for action. + Reviews a 3-month rolling forecast monthly with internal and vendor led Operations and WFM team. + Works with team leaders to allocate and schedule resources to best meet day to day project needs and contractually required service levels. + Works closely with team leaders, trainers, and the quality team to coordinate schedules and effective process improvements to increase productivity. + Develops and administers creative scheduling solutions to increase call center staffing productivity including flex scheduling, split scheduling, and rotational scheduling. Oversees proactive scheduling of discretionary activities such as training, meetings, overtime, and voluntary time off. + Develops contingency plans, directs activities during problem resolution efforts and participates in post-resolution analysis of projects providing input for future process improvements. + Identify, monitor, and articulate reporting requirements/SLAu2019s, which includes targets, specific data, anticipated outcomes, and other key performance indicators. + Develop and track performance metrics to monitor, measure and report on effectiveness and goal attainment leading to continuous improvement and overall return on investment. + Proactively analyze real-time data and make recommendations/ decisions based on data regarding real time actions, meeting scheduling, and other offline requests. + Identify, recommend, and support the implementation of various programs for the improvement of Contact Center processes through support of quality and training efforts. Proactively identify opportunities for operation optimization. + Create and maintain policies and procedures for all Workforce Management job functions as well as the procedures for initiatives within the Contact Center. + Manage team of internal and vendor led workforce management team, including conducting coaching, mentoring and performance reviews. + Assess, implement and use Workforce Optimization software to improve efficiency. + Perform analysis to solve complex business problems and drive better decisions, including the use of contact center analytics software. + Promote employee centric culture that encourages employee satisfaction and engagement. + Other duties as assigned. EDUCATION/EXPERIENCE REQUIRED: + Bachelor's Degree within Business or Statistics. + Related and relevant experience may be considered in lieu of academic requirements. Related experience is defined as six (6) yearsu2019 experience in Workforce Management performing: forecasting scheduling, and real time monitoring in a contact center. + 3-5 years of Management experience within Call Center Business Operations or Workforce Management. + 5+ years of experience in workforce management in a contact center operations environment. + Advanced knowledge of Excel, strong verbal and presentation skills, and the ability to motivate and inspire groups of people. + Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization. + Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Workforce Management [WFM]) tools (i.e., NICE inContact, Genesys, etc.). + Independent thinker capable of taking initiative and working with minimal direction. + Strong analytical, reasoning, and problem-solving skills. + Experience working with the Genesys tool preferred. + Experience working in a health care related environment preferred. Additional Information + Organization: HAP (Health Alliance Plan) + Department: Customer Service Admin + Shift: Day Job + Union Code: Not Applicable Additional Details This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above. Overview Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services u2013 from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Fordu2019s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nationu2019s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at /careers . Benefits The health and overall well-being of our team members is our priority. Thatu2019s why we offer support in the various components of our teamu2019s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits. Equal Employment Opportunity/Affirmative Action Employer Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.

Created: 2026-02-25