Position Responsibilities may include, but not limited to
- Vision and Strategy Development: Help to develop and then execute on a strategic roadmap for the modernization and transformation of the WFM function, aligning with overall business objectives
- Technology Implementation and Optimization: Oversee the implementation and optimization of advanced WFM technologies and tools, including forecasting, scheduling, real-time adherence, and performance management systems
- Process Improvement and Standardization: Identify and implement opportunities to streamline and standardize WFM processes, ensuring efficiency, accuracy, and scalability
- Data Analysis and Reporting: Establish robust reporting mechanisms and utilize data analytics to identify trends, measure performance, and provide actionable insights to improve workforce planning and decision-making
- Team Leadership and Development: Lead, mentor, and develop a high-performing WFM team, fostering a culture of continuous improvement, collaboration, and accountability
- Stakeholder Management: Build strong relationships and collaborate effectively with key stakeholders across the organization to understand their needs and ensure WFM strategies support their objectives
- Change Management: Drive and manage change initiatives related to WFM transformation, ensuring effective communication, training, and adoption of new processes and technologies
- Budget Management: Develop and manage the WFM budget, ensuring resources are allocated effectively to support strategic initiatives
- Compliance and Best Practices: Stay abreast of industry best practices, regulatory requirements, and technological advancements in workforce management
Required Skills and Experience
- Bachelor's degree in Business Administration, Operations Management, or a related field
- 5 + years’ progressive experience in Workforce Management, with a significant portion in a leadership role, preferably in a contact center or similar environment
- Proven track record of successfully leading and implementing WFM modernization and transformation initiatives
- Deep understanding of WFM principles, methodologies, and best practices across forecasting, scheduling, real-time management, and performance analysis.
- Experience with Service Cloud Voice (from Salesforce) and various WFM and telephony software platforms and technologies
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights
- Exceptional leadership, communication, and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization
- Demonstrated ability to drive change, manage complexity, and achieve results in a fast-paced environment
- Excellent project management skills with the ability to manage multiple priorities and deadlines
Preferred Skills and Experience
- Experience using workforce management in back-office operations
- Certifications in Workforce Management or related areas
- Experience with AI-powered WFM solutions
Physical Requirements
- Repetitive motions that include the wrists, hands and/or fingers
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
Similar Jobs
What We Do
Mom’s Meals is a leading national provider of nutrition solutions and home-delivered meals.
Our mission is to help patients and seniors get the nutrition they need to maintain independence while:
- Managing chronic health conditions
- Living with disabilities or limited mobility
- Lacking the desire or energy to prepare and cook healthy meals
Healthcare Focus:
We partner with health insurance companies, managed care organizations and federal and state supported programs to provide nutrition solutions for their client populations suffering from serious chronic diseases. We are a leading nutrition supplier for Medicaid Waiver and offer programs for Medicare Advantage and Dual Eligible beneficiaries. Our personalized selection of meals aid in the recuperation process post hospitalization, improve patient outcomes and reduce costly readmissions.
Specialty health-condition menus support dietary requirements for major chronic diseases impacted by nutrition: Heart Disease, Diabetes, and Renal Disease. Additional menus include Gluten-free and Vegetarian options.
Our large selection of meals appeal to a variety of individual tastes and are designed by Registered Dietitians, prepared with fresh ingredients by Chefs in USDA-inspected kitchens and distributed across 48 U.S. states to individuals’ homes or congregate sites.
Mom’s Meals is part of PurFoods LLC, a privately held and family owned/operated company based in Iowa.
