Director, Contact Center Workforce Management

Director, Contact Center Workforce Management

The Director, Contact Center Workforce Management is responsible for leading, developing, and optimizing workforce management operations within the contact center. This role is accountable for strategic workforce planning, forecasting, scheduling, and real-time management to ensure consistent operational performance and exceptional patient experience. The Director partners with contact center leadership to design and implement workforce strategies that support Emory's business goals and performance standards. This position requires strong leadership, data-driven decision-making, excellent communication, and the ability to drive operational improvements in a dynamic environment.

Primary Duties and Responsibilities :

• Workforce Planning : Design, implement, and manage workforce management strategies that ensure proper staffing levels to meet service demand. Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations.
• Data Analytics : Leverage data analytics and historical trends to forecast call volumes and staffing requirements. Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization.
• Operational Efficiency : Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall patient and employee experience. Collaborate with operational leadership to establish standardized workforce management policies and procedures.
• Technology Integration : Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency. Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations.
• Performance Monitoring : Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity. Provide actionable insights and recommendations based on performance data to drive operational success.
• Leadership and Collaboration : Partner with contact center directors and cross-functional leaders to ensure workforce management strategies align with departmental and organizational goals. Lead and mentor workforce management team members, fostering a culture of accountability, continuous learning, and operational excellence.

Additional Duties as Assigned Travel : Less than 10% of the time may be required. Work Type : Hybrid employee - splits time between working remotely and working in the office.

Minimum Qualifications :

Preferred Qualifications :

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.