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Workforce Manager

Los Angeles, CA, USA

Workforce Manager (internally titled Welbe Advocate Workforce Manager)

The Welbe Advocate Workforce Manager is responsible for optimizing workforce planning, scheduling, and real-time management of the Welbe Advocate Hub to ensure operational efficiency and service level adherence. The Workforce Manager contributes to work involving data analysis, forecasting, and collaboration with various teams to enhance productivity and meet business goals. This position collaborates effectively with colleagues and stakeholders to promote WelbeHealth values, team culture and mission.

Duties and Responsibilities:

  • Responsible for developing comprehensive forecasting, capacity planning and scheduling models using historical data, analyzing trends to predict workload demands and staffing needs
  • Develop and maintain efficient work schedules for all team members which align with business requirements to achieve service targets or operational KPI’s
  • Monitor real-time performance and adjust schedules and/or staffing as needed to address operational or performance challenges
  • Track performance in key department metrics to provide insights for continuous improvement to help drive improved operational performance or productivity
  • Serve as a subject matter expert for the Hub workforce function by supporting workforce management operations (scheduling, reporting and performance tracking) through technology and software
  • Oversight of department trends and KPI’s to provide data insights to leadership and training team to effectively identify and address performance gaps or training opportunities
  • Proactively identify inefficiencies in workforce processes and recommend improvements to enhance productivity and employee engagement.

Qualifications and Requirements:

  • High School Diploma Required
  • Genesys Cloud CX: WEM- Workforce Management Certified Specialist certification preferred
  • Minimum of three (3) years of work experience in a workforce management role in a contact center environment
  • Strong history with supporting contact center metric reporting and optimizing workforce management strategies
  • Experience with electronic contact center systems, workforce management technology, reporting platforms (such as PowerBI or Tableau), and Microsoft Suite applications.
  • Must be willing and have the ability to work a varied schedule that may include evening nights, weekends and overtime

Benefits of Working at WelbeHealth: Apply your content creation expertise in new ways as we rapidly expand. You will have the opportunity to design the way we work in the context of an encouraging and loving environment where every person feels uniquely cared for.

  • BENEFITS: Health Coverage on Day 1, Paid Parental Leave, 401K Match
  • PERKS: 17 days of paid time off in year one, 12 company holidays, & 6 sick days
  • GROWTH: Career path advancement and leadership opportunities

Salary/Wage base range for this role is $90,281 - $108,337 / year + Bonus + Equity. WelbeHealth offers competitive total rewards package that includes, 401k match, healthcare coverage and a broad range of other benefits.  Actual pay will be adjusted based on experience and other qualifications.

Compensation

$90,281 - $108,337 USD

COVID-19 Vaccination Policy

At WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all our employees and proof of vaccination, or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations.

 

Our Commitment to Diversity, Equity and Inclusion

At WelbeHealth, we embrace and cherish the diversity of our team members, and we're committed to building a culture of inclusion and belonging. We're proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law.

 

Beware of Scams

Please ensure your application is being submitted through a WelbeHealth sponsored site only. Our emails will come from @welbehealth.com email addresses. You will never be asked to purchase your own employment equipment. You can report suspected scam activity to fraud.report@welbehealth.com

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