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Esri logo
Esri

Esri technology helps people solve some of the world’s most difficult problems.

Workforce Management Manager

ManagerManagerFull TimeRemoteSeniorTeam 5,001-10,000Since 1969H1B SponsorCompany SiteLinkedIn

Location

Arizona + 8 moreAll locations: Arizona | Florida | Kentucky | New Hampshire | North Carolina | Missouri | South Carolina | Tennessee | Texas

Posted

76 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglishAWS

Job Description

Workforce Management Manager

Esri

• Build and own long-term and short-term capacity models to forecast call volume, staffing needs, and coverage requirements based on historical trends, seasonality, and business changes. • Build and maintain accurate volume forecasts using historical data, seasonality, and business drivers to predict contact demand across all supported channels. • Translate forecasts into hourly and daily staffing requirements to achieve service level targets and operational goals. • Create and maintain schedules that meet service level targets, operational coverage needs, and business priorities. • Manage PTO requests, schedule changes, and exceptions while balancing forecasted capacity and SLA goals. • Monitor real-time staffing, queue performance, and agent adherence, and recommend or implement intraday staffing adjustments. • Identify and escalate service level risks, staffing gaps, and unexpected volume changes, and partner with operations leaders on same-day action plans. • Track and report key workforce and contact center metrics, including service level, ASA, abandonment rate, AHT, occupancy, shrinkage, adherence, forecast accuracy, and staffing variance. • Produce recurring workforce reporting and analytics that support operational decisions, leadership visibility, and client experience improvements. • Deliver insights and recommendations to improve efficiency, optimizing staffing, reducing bottlenecks, workforce utilization, and operational consistency. • Partner closely with Nurse Triage and Patient Access Operations, Quality, and Training to support ongoing optimization and continuous improvement efforts. • Maintain workforce planning documentation, reporting standards, and operational best practices. • Help standardize workforce management processes across Nurse Triage and Patient Access functions.

Job Requirements

  • 5+ years of workforce management experience in a call center environment.
  • Management experience leading or overseeing workforce planning, scheduling, or intraday functions.
  • Bachelor's degree in Business, Analytics, Operations, Healthcare Administration, or related field (or equivalent experience).
  • Experience supporting remote and or 24/7 contact center operations.
  • Strong analytical skills with a proven ability to translate data into operational improvements.
  • Advanced Excel proficiency and experience building reports and dashboards.
  • Excellent communication and cross-functional collaboration skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Required hands-on experience with Calabrio and AWS (contact center analytics and WFM tools).
  • Experience in healthcare environments.
  • Experience in remote working environments.

Benefits

  • Fully remote position with reliable high-speed internet and a professional home office setup.
  • Must be able to work extended hours as needed to support operational demands, launches, or service issues.
  • Ability to work at a computer for extended periods and manage multiple systems simultaneously.

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