Benefits: Sentara offers an attractive array of full-time benefits to include Medical, Dental, Vision, Paid Time Off, Sick, Tuition Reimbursement, a 401k/403B, 401a, Performance Plus Bonus, Career Advancement Opportunities, Work Perks, and more.

Our success is supported by a family-friendly culture that encourages community involvement and creates unlimited opportunities for development and growth.

Be a part of an excellent healthcare organization that cares about our People, Quality, Patient Safety, Service, and Integrity. Join a team that has a mission to improve health every day and a vision to be the healthcare choice of the communities that we serve!

Keywords: Indeed, Talroo-Allied Health, Monster

Responsible for ensuring day-to-day customer service levels based upon a strong knowledge of contact center operations, reporting/analytics and team leadership in a multi-channel contact center environment. Handles long, medium and short-range staffing forecasting, agent scheduling and management/utilization of technology. Serves as the trending expert in the contact center, analyzing contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and uses analysis to forecast contact arrival patterns. Assures accurate monthly/weekly/daily/intra-day forecasts and alignment with call routing applications. Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support with leadership team, including key performance indicators such as AHT, SVL, ABN, ASA, Quality, CSAT, Shrinkage, and Adherence. Implements and regularly updates an end-to-end workforce planning process, including design, plan, and deployment of the workforce strategy with relevant tools and frameworks. Responsible for communication with business partners across all levels of the organization to meet business unit goals, regulatory requirements and performance guarantees. - Bachelor's degree or equivalent knowledge and skills obtained through a combination of education, training and experience - 3-5 years of experience in Call Center Management or experience in a workforce management role - 4-7 years Customer Service experience - Strong analytical, reasoning and investigative skills - Familiarity with workforce management software (ex: NICE, SAP, Aspect, Oracle) preferred - Understanding of ACD call routing and design - Experience conducting data analysis and ad-hoc reporting preferred

Responsible for ensuring day-to-day customer service levels based upon a strong knowledge of contact center operations, reporting/analytics and team leadership in a multi-channel contact center environment. Handles long, medium and short-range staffing forecasting, agent scheduling and management/utilization of technology. Serves as the trending expert in the contact center, analyzing contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and uses analysis to forecast contact arrival patterns. Assures accurate monthly/weekly/daily/intra-day forecasts and alignment with call routing applications. Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support with leadership team, including key performance indicators such as AHT, SVL, ABN, ASA, Quality, CSAT, Shrinkage, and Adherence. Implements and regularly updates an end-to-end workforce planning process, including design, plan, and deployment of the workforce strategy with relevant tools and frameworks. Responsible for communication with business partners across all levels of the organization to meet business unit goals, regulatory requirements and performance guarantees.

• Bachelor's degree or equivalent knowledge and skills obtained through a combination of education, training and experience
• 3-5 years of experience in Call Center Management or experience in a workforce management role
• 4-7 years Customer Service experience
• Strong analytical, reasoning and investigative skills
• Familiarity with workforce management software (ex: NICE, SAP, Aspect, Oracle) preferred
• Understanding of ACD call routing and design
• Experience conducting data analysis and ad-hoc reporting preferred

• Bachelor's Level Degree

• Call Center 3 years
• Customer Service 4 years
• Data Analysis 3 years

• Active Listening
• Communication
• Complex Problem Solving
• Coordination
• Critical Thinking
• Judgment and Decision Making
• Leadership
• Learning Strategies
• Mathematics
• Mgmt of Financial Resources
• Mgmt of Material Resources
• Mgmt of Staff Resources
• Microsoft Excel
• Microsoft Word
• Monitoring
• Persuasion
• Project Management
• Quality Control Analysis
• Reading Comprehension
• Science
• Service Orientation
• Social Perceptiveness
• Speaking
• Systems Analysis
• Systems Evaluation
• Technology/Computer
• Time Management
• Troubleshooting
• Writing
• Active Learning