Workforce Operations Manager

6 days ago

🏈 Ohio – Remote

Although this job is listed in Ohio, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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ExactCare

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ExactCare is a leading pharmacy care management provider that specializes in medication management for individuals with complex, chronic medical needs. With operations in all 50 states and Washington, D. C. , ExactCare supports more than 100,000 people nationwide, helping them manage their medications in assisted living, long-term care facilities, and at home. Partnering with healthcare organizations, ExactCare aims to improve clinical outcomes by ensuring better medication adherence, reducing readmissions, and lowering overall healthcare costs.

Chronic Care Pharmacy-at-Home • Medication Management for High-Risk Patients • Medication Therapy Management • Gaps in Care • STAR Ratings Adherence Improvement

501 - 1000 employees

Founded 2009

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 Private Equity Round on 2016-03

📋 Description

• Oversee and optimize workforce planning for inbound and outbound call center operations. • Responsible for forecasting, scheduling, real-time management, and staffing levels. • Develop accurate call volume and staffing forecasts for inbound and outbound campaigns. • Create and maintain team schedules for optimal coverage. • Oversee and optimize Five9 dialer settings and configurations. • Monitor real-time call center performance and adjust staffing levels dynamically. • Track and analyze workforce performance metrics and provide actionable insights.

🎯 Requirements

• Bachelor’s degree in business administration, operations management, or related field preferred. • Equivalent experience considered in lieu of degree. • 3+ years of experience in workforce management within a call center environment. • Certification in Workforce Management or Five9 Administration preferred. • Experience integrating Five9 with CRM systems preferred. • Hands-on experience with Five9 dialer systems including campaign setup, lead management, and reporting preferred. • Experience with workforce management software (e.g., Verint, NICE, or similar tools) preferred. • Strong understanding of inbound and outbound call center operations. • Proficiency in Microsoft Excel and data analysis tools. • Familiarity with call center metrics and KPIs. • Strong understanding of predictive, preview, and manual dialing strategies. • Excellent problem-solving and decision-making skills. • Strong communication and collaboration abilities.

🏖️ Benefits

• Medical/dental/vision coverage effective 1st of the month following date of hire. • Flexible spending. • Company-paid life insurance and short-term disability. • Voluntary benefits. • 401(k). • Paid Time Off. • Paid holidays.