Sr. Manager, WFM and Technology

Navitus Health Solutions, LLC

1d•Remote

About The Position

Lumicera Health Services is seeking a Sr. Manager, WFM and Technology to join our team! The Sr. Manager, WFM and Technology (SM) manages the day-to-day operations, maintenance, and support of all systems used within operations. The Sr. Manager will have interactions at all levels of the organization, acting as a liaison between multiple groups including IT, vendors, client teams, and interdepartmental stakeholders. The Sr. Manager will ensure systems are fully functional and relevant to operational initiatives and will troubleshoot daily technology issues while, at the same time, managing and facilitating functional and organizational initiatives. The Sr. Manager will collaborate with other department leaders for strategic planning, organization, development, and operations management. Is this you? Find out more below!

Requirements

Bachelor’s Degree in Economics, Mathematics, Statistics, Business Administration, or related field of study, or equivalent work experience required
5+ years of progressive experience in contact center operations and strategy experience required.
5+ years leading and developing teams required.
Proven ability to interview end-users for insight on functionality, interface, problems, and/or usability issues required.
Demonstrated experience leading change management for large-scale system changes and deployments required.
Firsthand experience overseeing teams develop test cases and test plans required.
Participate in, adhere to, and support compliance program objectives
The ability to consistently interact cooperatively and respectfully with other employees

Nice To Haves

Experience using Agile principles preferred.

Responsibilities

Manage and oversee the day-to-day operations for new and existing system initiatives.
Manage and lead standards and metrics to drive performance and exceed expectations through effective workforce management and technology including staffing, capacity, and performance.
Ensures forecasts and schedules are timely, accurate, and consider channel inputs and business injects. Partners closely with Talent Acquisition leadership and staffing vendors to translate forecasting insights into actionable short- and long-term hiring strategies.
Lead and develop cross functional relationships with call center supported leadership to ensure alignment and execution of tactical plans within the department goals and objectives of the WFM program
Ensure well defined and appropriate tools, procedures and strategies are in place to support teams’ needs for forecasting volume, shrinkage, headcount requirements, new hire or modified shifts, average handle times and approval for PTO are in place.
Leads and executes the design and implementation of integrated resource planning processes
Responsible for drafting and presenting the technology roadmap including identification of needs and costs associated with the capital budget.
Responsible for leading change management for all large-scale system changes and new system deployment within operation including achieving buy-in and a high rate of successful adoption of users.
Manages system initiative scope, timelines and budget and communicates status, risks, and issues to stakeholders to ensure that the project's outcomes are achieved as defined, within budget and on time.
Oversee incident and disaster recovery support for outages affecting all supported front-line systems. Develop and support departmental business continuity and escalation procedures. Educate staff regularly and test processes routinely to ensure quick and efficient implementation.
Own and support all technology solutions on the IT and operational roadmap including involvement in vendor selection, business requirements, project planning, roll out and full implementation for supported groups.
Participate in Sales activities, including RFP responses and potential client presentations.
Other duties as assigned