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Director of Workforce Management

Company: THRIVEWORKS ASSOCIATES LLC
Location: Fort Lauderdale
Posted on: August 4, 2022

Job Description:

Director of Workforce Management -
About Thriveworks
Our mission at Thriveworks is to help people live happy, successful lives. We believe that everyone can benefit from working with a skilled and caring mental health professional. That's why Thriveworks was founded-to help those seeking counseling or coaching gain access to truly exceptional providers.
About the Job
Directs the scheduling and forecasting operations of the contact center. Oversees the application of the scheduling function, including policy and procedures, operating structure, and the information flow of the contact center. Leads strategic planning efforts and makes recommendations of workforce efficiencies and operational improvements to contact center leadership.
Key Responsibilities


  • Own designing/building scheduling model for all sales and support representatives
  • Partner with finance to build annual, quarterly, and monthly forecast budget
  • Managing, supervising, and leading the Workforce team responsible for forecasting demand, headcount, scheduling, and skilling,
  • Working to ensure this team is proactively working to meet service level agreements by staying in constant communication with business partners and leadership
  • Provides analytical support in the areas of data mining, data interpretation, root cause analysis, and continuous improvement efforts.
  • Evaluates call center scheduling and staffing trends to recommend schedule optimization.
  • Partners with business unit leaders to develop and implement short and long-term solutions to facilitate delivery of overall business strategy.

    Basic Qualifications

    • Bachelor's degree in business or a related field and 8 years of workforce management experience required, or an equivalent combination of education and experience
    • 5 years of management experience
    • Expert knowledge of workforce scheduling software and applications
    • Strong business and financial acumen

      Preferred Qualifications

      • Master's degree in business or data analytics preferred
      • Strategic thinking /planning skills
      • Soft skills desired
      • Organizational and project management skills

        Career Progression
        Potential career path at Thriveworks: -

        • Sr. Director, Workforce Management
        • Vice President, Contact Center Operations
        • Executive Vice President, Contact Center Operations -

          Benefits

          • An amazing team culture
          • Professional development & advancement opportunities
          • 401K with 3% employer match
          • Healthcare, Dental, Vision, and life insurance benefits
          • Professional EAP program for team member & household
          • Additional coverage options available such as: Short Term Disability, Long Term Disability, Group Accident Insurance

            Successful Thriveworks employees believe in our mission to help people live happy, healthy lives. They also embody our core values, which focus on the ability and willingness to adapt, raise the bar, act with integrity, achieve our goals, and work well together. If you think you fit the bill and belong on our team, apply today!
            Physical demands for Thriveworks positions may include being sedentary for long periods of time. Entering text or data into a computer by means of a traditional keyboard is also a requirement. -
            Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team.

Keywords: THRIVEWORKS ASSOCIATES LLC, Fort Lauderdale , Director of Workforce Management, Executive , Fort Lauderdale, Florida

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