Workforce Management Director, Pager
$100-130k
Salary applicable to candidates based in CO, NV and NY only
Virtual healthcare platform
Job no longer available
Virtual healthcare platform
201-500 employees
Job no longer available
$100-130k
Salary applicable to candidates based in CO, NV and NY only
201-500 employees
Company mission
To transform the way that consumers interact with their healthcare.
Role
Who you are
- The ideal candidate will bring a blend of operational excellence, technological savviness, and a collaborative spirit to drive continuous improvement in our call center services
- Minimum of 10 years of specialized experience in Workforce Management within a high-volume call center environment
- Bachelor’s degree in Business, Analytics, Finance, Math, or a related field
- Demonstrated proficiency in workforce forecasting and planning, with a robust understanding of contact center operations
- Expertise in managing and configuring Five9 or equivalent contact center software
- Experience leading a Quality Assurance team committed to service excellence is a plus
- Exceptional analytical, organizational, and leadership skills, with the ability to manage multiple priorities and projects simultaneously
What the job involves
- We are actively seeking a Director of Workforce Management who is a strategic thinker with exceptional analytical, technical, and leadership skills
- This multifaceted role requires a seasoned professional capable of conducting in-depth forecasting for staffing needs across various timelines, serving as the call center system expert, and managing our Quality Assurance team
- Spearhead comprehensive workforce forecasting efforts, focusing on developing granular short, medium, and long-term staffing models
- Employ sophisticated analytical methods to predict contact volumes and determine precise staffing requirements, ensuring optimal allocation of resources
- Analyze trends such as volumes, AHT, agent behavior, etc., and root cause to identify operational opportunities and pro-actively communicate actionable options to leadership partners
- Utilize advanced statistical techniques and workforce management software to create and maintain an agile staffing infrastructure
- Proactively adjust workforce strategies in response to real-time analytics, ensuring flexibility and responsiveness to market changes and business needs
- Provide financial estimates for operations staffing expenses, monitor these expenses versus budget, and partner with Finance and Ops leadership to report and provide solutions to variances
- Manage scheduling for all service teams, balancing operational hours, breaks, lunches, and PTO to ensure adherence to SLAs and performance targets, while maintaining efficient and effective staffing levels
- Develop and implement strategies to effectively manage shrinkage, optimizing team efficiency and ensuring consistent service levels across all operational aspects
- Craft and execute workforce initiatives that support operational goals, aligning with financial objectives to manage labor costs effectively
- Lead strategic planning sessions with senior leadership to integrate workforce planning with overall business strategy
- Work in tandem with the Sales department to forecast and plan for the resource and cost implications of new business acquisitions and expansions
- Translate business growth into workforce requirements, ensuring seamless scalability of operations
- Act as the primary system administrator for our call center systems, such as Five9, ensuring the configuration is optimized for efficient operation and maximum productivity
- Stay abreast of updates and enhancements in the Five9 system, leveraging new features to advance operational capabilities
- Provide leadership and direction to the Quality Assurance team, aligning their work with workforce management objectives
- Develop and implement QA strategies that contribute to workforce optimization and enhance customer service quality
Our take
Pager is a virtual care platform that delivers a range of services to healthcare clients. The app allows patients to schedule appointments and connect with caregivers and medical professionals while providing telemedicine, after-care follow-up, and various other options.
Since its rebranding in 2014, Pager has experienced substantial growth, reflecting the increasing demand for telehealth solutions. The company has formed several partnerships with established healthcare providers, including a notable deal with Horizon Healthcare Services in 2017. These collaborations have helped expand Pager's reach and integrate its services into existing healthcare systems.
Interest from private investors has also been significant, with the company securing substantial funding. However, Pager faces intense competition in the telehealth market, which is a huge and growing space. To stand out from alternative solutions, it is crucial for Pager to continually innovate and differentiate itself in this rapidly evolving space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2022
$6.1m
LATE VC
Sep 2021
$50m
SERIES C
Total funding: $113.5m
Company benefits
- Medical (Free medical plan option for employees and affordable plan options for families)
- Health Savings Account (HSA) (Employer HSA contribution)
- Flexible Spending Accounts (FSA)
- Dental
- Voluntary Vision
- Life Insurance (Company paid)
- Accidental Death and Dismemberment (AD&D) Insurance (Company paid)
- Voluntary Life and Accidental Death and Dismemberment (AD&D) Insurance
- Short-Term Disability (STD) (Company paid)
- Long-Term Disability (LTD) (Company paid)
- Employee Assistance Program (EAP) (Company paid)
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Pet Insurance
Company HQ
Midtown South, New York, NY
Leadership
Walter Jin
(Chairman & CEO)Alongside being the CEO of Pager, they are the co-founder and General Partner at three Fields Capital. Previously co-founded The Innovation Institute where they served as the CIO for 4 years.
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