Manager, Resource Planning

🔥 11 horas atrás

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

👔 Gerente

👻 Score fantasma 10%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Publicada recentemente.
• As vagas desta empresa costumam ser preenchidas em 21 dias.
• Sem salário divulgado.

Candidatar-se

Encontrar Vagas Remotas Similares

CareMetx, LLC

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🏥 Saúde

⚕️ Seguro de Saúde

Consulting • Healthcare • Healthcare Insurance

CareMetx, LLC é uma empresa especializada em transformar o acesso dos pacientes a terapias especiais, reduzindo o tempo para o início do tratamento. Eles oferecem um serviço de Hub digital que aborda barreiras emocionais, financeiras e clínicas para os pacientes, visando melhorar os prazos de tratamento e o uso contínuo das terapias. A CareMetx proporciona suporte de alta qualidade e utiliza tecnologia avançada para oferecer soluções de acesso, acessibilidade e adesão, beneficiando tanto os pacientes quanto os prestadores de serviços de saúde. Eles fazem parceria com marcas farmacêuticas especializadas, prestadores de serviços de saúde e sistemas hospitalares para melhorar os resultados dos pacientes.

Descrição

• Lead forecasting, staffing modeling, scheduling, real-time management, reporting, and analytics across Operations programs • Ensure service levels and key performance indicators are achieved while improving efficiency and controlling expenses • Lead and develop a team of Senior Resource Planning Analysts • Perform complex analyses, build models, and work hands-on with large data sets • Serve as subject matter expert and internal champion for Resource Planning deployment and utilization • Connect Resource Planning, Hub Operations, business leadership, and technical teams • Champion responsible use of AI tools such as CLAUDE and Base44 for analysis, reporting, and automation • Manage relationships and performance of resource planning and telephony system vendors • Lead business analysis and define operational requirements for future CRM, telephony, Resource Planning, Performance Management, and Quality Management integrations • Document and maintain Resource Planning and Contact Center software processes and procedures • Set team standards and review forecasts, models, and recommendations before leadership presentation • Oversee time studies, data collection, historical volume analysis, and future forecasting • Govern and validate program-specific staffing models • Perform headcount, capacity, and cost-of-delivery analyses for hiring, budgeting, and business decisions • Oversee schedules, PTO approvals, and scheduling-event modifications • Oversee real-time performance-management tools and standard reports • Develop scorecards and dashboards using trend analysis, control charts, and driver analysis • Present data-driven findings and recommendations to senior leadership • Develop and apply predictive modeling, scenario analysis, and simulation • Collaborate with clients and Operations Management on continuous improvement and performance opportunities • Provide analytical support and staffing/performance recommendations for special projects • Maintain regular attendance and adhere to company policies

🎯 Requisitos

• Bachelor's Degree required, or equivalent work experience • Minimum 7 years of experience in resource planning or workforce management for large contact centers required • Minimum 2 years of experience leading a team, including coaching, developing, and managing the performance of analysts or other professionals • Experience in a call/contact center environment preferred • Advanced knowledge of workforce optimization software required • Specific and recent experience with Five9 or a workforce management schedule management system • Advanced knowledge of telephony platforms such as Five9, Avaya, CMS, Cisco, or similar • Understanding of VOIP call routing technology would be a plus • Experience with Automated Call Distributors, Computer-Telephone Integration automation, skills routing, forecasting, scheduling, and intra-day management • Familiarity with Contact Center software reporting tools • Intermediate knowledge of Microsoft Office Suite • Advanced knowledge of Microsoft Excel, including spreadsheets, VLOOKUPs, and pivot tables • Demonstrated ability to perform complex hands-on data analysis, including statistical and trend analysis and data visualization • Experience using AI tools such as CLAUDE and Base44 is a plus • Demonstrated leadership skills, including coaching, motivating, and holding a team accountable while remaining hands-on • Strong analytical, critical thinking, and problem-solving skills • Ability to communicate effectively verbally and in writing with employees, executives, clients, and non-technical audiences • Ability to work successfully with a diverse group of people and be a team player • Ability to multitask and navigate competing priorities • Ability to work independently and display initiative • Ability to identify emerging trends and measure business impact • Ability to work occasional evenings and weekends to meet deadlines • Must be flexible on schedule and hours • CareMetx considers equivalent combinations of experience and education

🏖️ Benefícios

• Equal employment opportunity employer • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions • Flexible schedule and hours • Some travel may be required

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo