MGR EPEC WORKFORCE MANAGEMENT, FCH – PATIENT ENGAGEMENT CENTER

Froedtert

Discover. Achieve. Succeed. #BeHere

Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility.

This job is REMOTE.

FTE: 1.000000

Shift: Shift 1

Job Summary:

The Manager, is responsible for overseeing and optimizing the workforce to ensure seamless operations within the Froedtert and MCW Enterprise Patient Engagement Center. This includes managing scheduling, forecasting, and real-time monitoring to achieve service level goals and enhance the overall customer experience.

EXPERIENCE DESCRIPTION:

Minimum of two years of formal leadership experience required. Two (2) years of workforce management experience in a contact center environment required. Prior experience with workforce management tools (e.g., Cisco Finesse, Calabrio, IEX, Verint, Aspect) required. Proven experience in a healthcare contact center environment preferred. Experience specifically with Cisco telephony and Calabrio WFM preferred.

EDUCATION DESCRIPTION:

Bachelor’s Degree in Business, Human Resources or related field required. In lieu of degree, an additional 4+ years of industry experience may be considered.

SPECIAL SKILLS DESCRIPTION:

Managerial or leadership experience over a group of people (strong preference for managerial experience within a call center WFM environment. Advanced knowledge of Microsoft Excel required. Strong analytical and problem-solving skills. Maintains high energy and positive attitude. Thinks quickly and uses appropriate judgment. Excellent written and verbal communication skills. Demonstrates regular, consistent and punctual attendance. Experience with IVR design, modification, and testing preferred. Experience using Erlang C preferred.


Perks & Benefits at Froedtert Health

Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following:

  • Paid time off
  • Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities
  • Academic Partnership with the Medical College of Wisconsin
  • Referral bonuses
  • Retirement plan – 403b
  • Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics
  • Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available


The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical College of Wisconsin supporting a shared mission of patient care, innovation, medical research and education. Our health network operates eastern Wisconsin’s only academic medical center and adult Level I Trauma center engaged in thousands of clinical trials and studies. The Froedtert & MCW health network, which includes ten hospitals, nearly 2,000 physicians and more than 45 health centers and clinics draw patients from throughout the Midwest and the nation.

We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing. During your application and interview process, if you have a need that requires an accommodation, please contact us at 262-439-1961. We will attempt to fulfill all reasonable accommodation requests.

Source
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Froedtert

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