Manager, Contact Center Operations – Workforce Enablement, Engagement & Insights

🔥 2 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

PrudentRx

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

⚕️ Healthcare Insurance

Consulting • Healthcare • Healthcare Insurance

PrudentRx is a company dedicated to helping health plans manage and reduce the rising costs of specialty medications. It provides innovative solutions for self-funded insurers and unions, utilizing pharmacy expertise and analytical techniques to improve specialty healthcare plan spending. With a focus on tailored benefit designs, PrudentRx offers customized programs across health plans, working with pharmacy benefit managers and other stakeholders. The company serves self-funded plans subject to ERISA and non-ERISA plans, as well as coalition and third-party administrator clients. With over 30 years of combined experience, PrudentRx is committed to premium service and optimized savings for both members and plan sponsors.

📋 Description

• Lead workforce planning, real-time management, service-level performance, contact center analytics, and incentive administration • Develop short-term and long-term contact-volume forecasts across all queues and channels • Analyze historical trends, seasonality, business drivers, and planned initiatives to determine staffing requirements • Create and optimize schedules aligned with forecasted demand and service-level targets • Oversee shift bids, time-off planning, holiday schedules, shrinkage assumptions, and capacity scenarios • Identify workforce risks and recommend hiring, staffing, scheduling, or workload adjustments • Monitor contact volumes, staffing, schedule adherence, queue conditions, and service-level performance • Direct intraday staffing actions and communicate recovery plans to operational leadership • Establish operating rhythms, escalation thresholds, and decision protocols for service-level attainment • Conduct root-cause analysis and drive corrective actions for service-level and workforce performance variances • Produce and govern daily, weekly, and monthly reporting on forecast accuracy, staffing efficiency, adherence, occupancy, service levels, and other operational measures • Translate contact center data into insights, risks, trends, and recommendations • Improve reporting consistency, metric definitions, data quality, and accessibility of operational information • Partner with stakeholders on workforce decisions, operational planning, and continuous improvement analyses • Administer contact center incentive programs, including setup, participant tracking, results validation, and reporting • Maintain controls and documentation for accurate incentive outcomes • Evaluate incentive program results and recommend improvements • Manage, coach, and develop workforce management team members • Optimize workforce management tools, reporting solutions, and operating processes • Liaise among Workforce Management, Contact Center Operations, Information Technology, Human Resources, Finance, and other business units • Establish procedures, documentation, quality controls, and backup coverage for critical activities • Support outbound enrollment campaign planning and monitoring

🎯 Requirements

• Bachelor's degree in Business, Statistics, Operations Management, Analytics, or a related field, or equivalent professional experience • Five or more years of workforce management experience in a contact center environment, including forecasting, scheduling, and real-time management • Experience using workforce management platforms and contact center reporting or analytics tools • Strong analytical capability with demonstrated experience interpreting complex operational data and converting findings into sound business decisions • Experience leading and developing workforce management, real-time, or analytics professionals • Working knowledge of service-level planning, staffing models, schedule adherence, occupancy, shrinkage, and forecast accuracy • Experience administering performance-based programs or incentives is preferred • Excellent communication, leadership, stakeholder-management, and problem-solving skills • Ability to operate effectively under pressure, balance competing priorities, and deliver accurate, timely results • Reliable, high-speed internet with sufficient bandwidth (25/25 Mbps) • Private workspace with a desk and chair that is free from distraction

🏖️ Benefits

• Fully remote, 100% Virtual Work from Home company • Company sponsored health, dental, life, long term disability and other insurance benefits • 401k company match with immediate vesting • Competitive Paid Time Off • Paid Parental Leave • Tuition Reimbursement • Company-provided computer equipment

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume