Manager of Workforce Management - Customer Solutions
Overview The Workforce Management Manager (WFM) is responsible for all staff planning components across M Fairview Health Customer Solutions Center and other defined call centers as needed. Serves as the subject matter expert in Workforce Planning: Oversee forecasting of contact center workload volume. Track/trend/report on call activity patterns, staff productivity and resource allocation. Direct, support and develop the Workforce Analyst Team. Identify/design/and design/introduce strategies to maximize efficiency and effectiveness of call center operations. Establish/maintain/publish performance metrics. Responsibilities/Job Description Develops and maintains s
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