[Hiring] Manager, Contact Center Operations @PrudentRX

Role Description

The Manager, Contact Center Operations leads workforce planning, real-time management, service-level performance, contact center analytics, and incentive administration. The role converts demand forecasts and business requirements into effective staffing and scheduling strategies, actively manages intraday performance, and provides actionable insights that improve operational efficiency and the member experience. The manager builds strong partnerships across Operations, Information Technology, and other business units while developing a high-performing workforce management and analytics function.

Qualifications

• Bachelor's degree in Business, Statistics, Operations Management, Analytics, or a related field, or equivalent professional experience.
• Five or more years of workforce management experience in a contact center environment, including forecasting, scheduling, and real-time management.
• Experience using workforce management platforms and contact center reporting or analytics tools.
• Strong analytical capability with demonstrated experience interpreting complex operational data and converting findings into sound business decisions.
• Experience leading and developing workforce management, real-time, or analytics professionals.
• Working knowledge of service-level planning, staffing models, schedule adherence, occupancy, shrinkage, and forecast accuracy.
• Experience administering performance-based programs or incentives is preferred.
• Excellent communication, leadership, stakeholder-management, and problem-solving skills.
• Ability to operate effectively under pressure, balance competing priorities, and deliver accurate, timely results.

Requirements

• Forecasting and scheduling across contact center queues and channels.
• Service-level planning and end-to-end workforce management.
• Contact center analytics, reporting, and operational insights.
• Administration, measurement, and governance of agent incentive programs.
• Real-time management of volume, staffing, adherence, and intraday recovery actions.
• Service-level attainment through proactive planning, active monitoring, and corrective action.

Benefits

• Fully remote, 100% Virtual Work from Home company.
• Company sponsored health, dental, life, long term disability and other insurance benefits.
• 401k company match with immediate vesting.
• Competitive Paid Time Off.
• Paid Parental Leave.
• Tuition Reimbursement.