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Call Center Workforce Management Analyst

Remote

What is PerfectServe? 

PerfectServe offers best in KLAS assets in three categories: clinical communications, scheduling, and patient engagement solutions. PerfectServe is featured on this year’s Inc 5000 list, which profiles the fastest-growing private companies in America. We have seen an 88% growth rate over the past three years and need strong team members to help us continue to grow! 

PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and dynamically routing messages to the right person at the right time in any care setting; advancing patient care and clinical workflows. 

By joining PerfectServe, you will have the unique opportunity to come alongside us as we further our vision of putting all of these solutions together to provide optimal patient outcomes and faster patient care interventions. By improving speed to care and cross-continuum communication, we save lives, reduce length of stay, minimize re-admissions, and bring joy back to caregivers.

We have an incredible portfolio of customers, with new ones recognizing the value of our solutions and joining the PerfectServe family every day. 

Position Overview:

As a Leader of Workforce Management, you will play a pivotal role in optimizing workforce efficiency and operational performance within our organization. You will lead our team’s efforts to ensure optimal staffing levels, efficient scheduling, and adherence to service level agreements (SLAs). By leveraging your strategic insights and analytical skills, you will contribute to the overall success of our operations and customer service delivery. You will also help communicate expectations to employees and provide coaching and corrective action when needed. Workforce Management professionals must have strong interpersonal and analytical skills. 

Key Responsibilities:

  • Develop and implement workforce management strategies aligned with business objectives and operational needs.
  • Forecast staffing requirements based on historical data, business trends, and seasonal fluctuations.
  • Optimize workforce scheduling to maximize efficiency and meet service level targets.
  • Monitor real-time metrics and adjust staffing levels as needed to maintain optimal performance.
  • Track key performance indicators (KPIs) related to workforce productivity, adherence to schedules, and service delivery metrics.
  • Analyze data and trends to identify opportunities for improvement and operational efficiencies.
  • Foster a culture of collaboration, continuous learning, and professional growth within the team.
  • Collaborate closely with Operations, HR, Customer Support, and other departments to align workforce strategies with organizational goals.
  • Communicate effectively with stakeholders at all levels to ensure alignment and support for workforce management initiatives.

PerfectServe Success Factors:

  • Understanding of the healthcare and customer support industry, PerfectServe's business, and the current and future marketplace.
  • Awareness of customer needs and how PerfectServe's programs and services address those needs.
  • Drive innovative thinking and influence others to adopt changes for improved performance.
  • Exhibit flexibility and tolerance for ambiguity in a dynamic healthcare technology industry.

Essential Qualifications:

  • Bachelor’s degree in Business Administration, Human Resources, or a related field. Advanced degree or certifications (e.g., PMP, SHRM) preferred.
  • Minimum of 5 years of progressive experience in workforce management, with at least 2 years in a leadership or supervisory role.
  • Proven track record of developing and implementing workforce strategies that drive operational efficiencies and enhance service delivery.
  • Strong analytical skills and proficiency in workforce management software (e.g., Verint, Aspect, Kronos, five9 WFM) and Microsoft Excel for data analysis.
  • Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders and build effective working relationships.
  • Demonstrated leadership qualities, including the ability to inspire and motivate a team towards achieving common goals.
  • Ability to thrive in a dynamic, fast-paced environment with changing priorities and tight deadlines.
Benefits:
  • Remote first work environment
  • Health, Dental, Vision, Life and Disability Insurance options available day one.
  • 401K - with match and immediately vested.
  • 17 company holidays, 2 floating holidays plus competitive paid time off policy
  • Internal Advancement Opportunities

PerfectServe offers unified healthcare communication solutions to help physicians, nurses, and care team members provide exceptional patient care. PerfectServe’s cloud-based solutions enhance patient safety and reduce provider burnout by automating workflows, speeding time to treatment, optimizing shift schedules, empowering nurse mobility, and engaging patients in their own care.

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