Director, Contact Center Workforce Management

Overview

Be inspired.  Be rewarded. Belong. At Emory Healthcare. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide: 

• Comprehensive health benefits that start day 1 

• Student Loan Repayment Assistance & Reimbursement Programs 

• Family-focused benefits  

• Wellness incentives 

• Ongoing mentorship, development, and leadership programs  

• And more 

Description

Overview:

• 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.

Minimum Qualifications:

• Education: 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: 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: Experience leading large-scale workforce management operations. Knowledge of advanced analytics, AI-driven forecasting, and workforce optimization technologies.
• 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.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at [email protected]. Please note that one week's advance notice is preferred.