Senior Manager, Workforce Operations

Job Description

Role OverviewThe Workforce Operations Senior Manager, reporting to the SVP Customer Advocacy Operations, WFM and Capacity Planning, is responsible for supporting the design, execution, and continuous improvement of workforce management strategies to optimize workload and staffing across all channels (telephony and messaging) and service lines. Key areas are short-term forecasting, scheduling, and real-time administration. You will contribute to evolving workforce models that leverage emerging product innovations, helping the business improve margins.

You will provide operational insights to leadership, support large-scale business transformations, and contribute to short-term and long-term business planning. As a hands-on manager, you and your team will manage service levels to fulfill Transcarent’s commitments and achieve corporate objectives. A Day in the Life…Articulate the operational strategy to influence leadership and contribute to business planning efforts that drive sustainable, scalable growthSupport scheduling, short-term planning, for all areas of the business, including the implementation of WFM services into unsupported areasExecute Workforce Planning strategies (e. g.

, part-time or flexible schedules) to appropriately deliver Transcarent’s current and future portfolio of service linesSupport the development of operating models to deploy critical business innovations with minimal disruption to routine serviceContribute operational requirements for investments in technology-enabled WFM toolsCollaborate with Practice Leads to execute operational models that support rapid growth while delivering customer commitments and qualityPartner with Practice Leads to pilot and refine alternative scheduling strategies to effectively service predictable demand peaks and new business growthExecute Workforce Management operational strategies to consistently deliver targeted service results, minimizing over- and under-serving accounts. Manage team responsibilities:Deliver accurate and precise short-term forecasts within defined tolerance marginsSupport the execution of remote work strategies with flexible scheduling and delivery modelsAssist in integrating BPO schedules and staff to support ongoing operationalization of key goalsEnsure Real Time Administration of staff schedules are aligned with departmental goalsWhat We Are Looking For…Bachelor’s degree or high school degree with 4 years of professional experience7+ years of operations-related experience in a multi-channel service call center environment including at least 5 years of WFM experience2+ years of experience in a people leader capacity – Preferably experience managing ManagersProven success executing operational initiatives and producing deliverables in a fast-paced environment; measuring results and achieving targeted outcomesDemonstrated people leadership experience managing effective teamsStrong experience with data analysis, statistical analysis, and leveraging data to drive resultsExcellent written and verbal communication skills with the ability to articulate complex ideas clearly and conciselyStrong business acumen; analytical and inquisitive mindsetAs a remote position, the salary range for this role is:$90,000 – $120,000 USD

EWJD3