- Lead day-to-day Work Force operations for the CPAP Call Centers
- Monitor and evaluate call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business
- Manage abandoned calls, idle time, and other specific metrics related to calls
- Short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence
- Workforce Management (WFM)
- data collection, analysis, reporting, and intensive real-time monitoring
- Plan, manage, and analyze Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed
- Coordination of Call Miner and ActivityTracker for improved productivity
Job Responsibilities:
- Utilize Workforce Optimization (WFO) software to manage and improve call volume, efficiency, and overall Call Center metrics
- Forecast short and long-term staffing needs, considering contact volume and headcount requirements
- Real-time queue management of contact and associate schedule adherence
- Assist with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely
- Generate daily reports to show changes to productivity or performance
- Provide updates on Call Center Performance to department leaders on an intra-day and daily basis
- Collect data, analyze, and provide recommendation for improvement of Call Centers performance
- Create and coordinate workforce improvement projects based on call center(s) performance
- Computer proficiency that includes Excel and the ability to use various Lincare software
- Organizational, planning (project management), and strong communication skills
- Strong background in process improvement and statistical analysis desired
- Highly process-oriented, with experience in creating SOPs (desirable)
- Work across several organizations, fostering a culture of trust and respect, creating strong working relationships with Management
- Experience supporting Sales/Customer Service organizations
- helping support a culture of accountability
Education and Experience:
- A Bachelor's Degree in a business-related field or demonstrable equivalent experience in the workforce management field
- 3- 5 Years Workforce Management in an Inbound and Outbound Call Center
- Experience with Workforce Optimization software
- Working knowledge of Avaya CMS and POM desirable
Physical Demands:
The employee may frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds.
Top Skills
What We Do
Lincare is a leading supplier of respiratory-therapy products and services for patients in the home. You can learn more about our extensive suite of products and services by visiting our website. Everywhere we operate, Lincare is working to be a partner in patient care by providing high-quality services and supplies, promoting patient education, and building strong relationships with patients, physicians, families and caregivers.
Services we offer include:
Oxygen Therapy
Nebulizer Therapy
Sleep Therapy
Ventilator Therapy
Enteral Therapy
Pediatric Services
Caring Responders
Long Term Care
Disease Management Programs
and More!
