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Sr Manager Workforce Optimization Patient Access Technology
Description Job Overview: The Senior Manager of Workforce Management will lead the day to day operations of the Workforce Optimization (WFO) team. The Senior Manager of Workforce Management position will encompass monitoring and evaluating call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business. The WFO Team is responsible for short- and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence. Workforce Management (WFM) involves data collection, analysis, reporting, and intensive real-time monitoring. This position requires a strong background in process improvement experience and statistical analysis.


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CDC Campaign banner of Malina, a person living with HIV since 2010: By managing you, HIV, I can devote all my time and energy to my son, says Malina of Bronx, New York. HIV Treatment Works. Get in Care. Stay in Care. Live Well. Hear his story at cdc.gov/HIVTreatmentWorks. A photo shows Malina hugging her son.

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