Workforce Optimization - Clearwater, FL
 Lincare Holdings | |
 United States, Florida, Clearwater | |
 Dec 01, 2025 | |
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* Lead day-to-day Work Force operations for the CPAP Call Centers
* Monitor and evaluate call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business * Manage abandoned calls, idle time, and other specific metrics related to calls * Short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence * Workforce Management (WFM) * data collection, analysis, reporting, and intensive real-time monitoring * Plan, manage, and analyze Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed * Coordination of Call Miner and ActivityTracker for improved productivity Job Responsibilities: * Utilize Workforce Optimization (WFO) software to manage and improve call volume, efficiency, and overall Call Center metrics * Forecast short and long-term staffing needs, considering contact volume and headcount requirements * Real-time queue management of contact and associate schedule adherence * Assist with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely * Generate daily reports to show changes to productivity or performance * Provide updates on Call Center Performance to department leaders on an intra-day and daily basis * Collect data, analyze, and provide recommendation for improvement of Call Centers performance * Create and coordinate workforce improvement projects based on call center(s) performance | |