**Description**
**RESPONSIBILITIES:**
+ 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:**
+ Bachelor's degree in Business, Human Resource Management, Healthcare Administration, or related field.
+ Experience: Minimum of 6 years of relevant experience with at least 4 years in a management or leadership role. Skills, Abilities, & Knowledge:
+ Strong expertise in workforce management systems, forecasting, and scheduling processes.
+ Experience with contact center operations and performance management.
+ Proficient in using workforce management software (e.g., Genesys, NICE, Verint, or similar platforms).
+ Analytical thinking and ability to translate data into actionable workforce plans.
+ Strong leadership, communication, and problem-solving abilities.
**PREFERRED QUALIFICATIONS:**
+ Education: Master's degree in Business, Human Resource Management, Healthcare Administration, or related field.
+ Experience: 8+ years of experience with at least 6 years in a leadership position overseeing workforce management in a contact center or healthcare environment.
+ Skills, Abilities, & Knowledge:
+ 1. Experience leading large-scale workforce management operations.
+ 2. Knowledge of advanced analytics, AI-driven forecasting, and workforce optimization technologies.
+ 3. Demonstrated success driving cross-functional workforce management initiatives.
+ Knowledge, Skills, and Ability Requirements:
+ Proven ability to lead workforce teams in complex, fast-paced environments.
+ Ability to manage multiple priorities and projects with competing deadlines.
+ Strong collaboration and interpersonal skills to work effectively across all levels of the organization.
**Connect With Us!**
Connect with us for general consideration!
**Division** _Emory Healthcare Inc._
**Campus Location** _Atlanta, GA, 30345_
**Campus Location** _US-GA-Atlanta_
**Department** _EHI Workforce Management_
**Job Type** _Regular Full-Time_
**Job Number** _152961_
**Job Category** _Business Operations_
**Schedule** _8a-4:30p_
**Standard Hours** _40 Hours_
**Hourly Minimum** _USD $0.00/Hr._
**Hourly Midpoint** _USD $0.00/Hr._
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.