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Day - 08 Hour (United States of America) **This is a Stanford Health Care job.** **A Brief Overview** Supports the Workforce Optimization Manager and ECC Operations in managing workforce planning activities and teams which provide long and short term call volume forecasting, direct labor staffing requirements to promote excellent internal and external customer service, routing and navigation of incoming multi-media contacts by agent proficiency, customer requirements and service levels, analyzing performance and trends to implement strategies that improve customer experience, reducing operating costs and/or agent time and attendance, and scheduling adherence tracking while maintaining company policies and procedures. **Locations** Stanford Health Care **What you will do** + Provides supervision and support to ECC WFM Team’s day to day operations. + Partners with ECC Operations leadership to strategically plan, forecast, and manage workforce. + Manages real-time workloads monitoring (call volume, e-mail, chat, etc.) to ensure staffing levels are within budget, and service levels are within goal. + Prepares and distributes intra-day, daily performance reports. + Oversees the creation of schedules, profiles, and templates that support business needs and ensure that all planned events are properly aligned. + Supports Workforce Manager in regularly analyzing the Operation’s mid-term and near-term staffing outlook, as needed. + Facilitates weekly meetings with leadership to review periods of the coming week in which there will be over- or under-staffing and present a list of prioritized recommendations to care for these periods. + Reports, resolves, and recovers system problems, including re-directs and escalates work volume, as necessary. + Represents WFM in new hire training. Performs other duties or special projects at the direction of management, as needed. + Performs supervisory functions for the assigned staff, section, or unit by interviewing and recommending the hiring of new staff members; providing or arranging training for subordinates; evaluating subordinates' performance; and recommending personnel actions such as promotions, transfers, or disciplinary actions to ensure adequate and competent staffing. **Education Qualifications** + High School Diploma or GED Equivalent + Associate Degree from an accredited college or university. Preferred **Experience Qualifications** + Five (5) years of progressively responsible and directly related work experience in contact team or similar. **Required Knowledge, Skills and Abilities** + Excellent technical skills and understanding of call center technologies (i.e., Avaya, CMS, Simon, WFM, etc.) + Experience and skill in workforce optimization management + Strong problem-solving/decision-making skills + Proven ability to conduct complex analytics and apply data findings to operational processes + Customer orientation skills + Demonstrated knowledge and success in leading, coordinating, and managing large system implementation projects across multiple functional areas + Project management skill and experience + Relationship management skills + Written and verbal communication skills + Team building skills **Licenses and Certifications** + None **Physical Demands and Work Conditions** **Physical Demands** + Seldom (please list each item under Comments). _• There may be some walking, standing, bending and carrying of light items such as papers and books. No special physical demands are required to perform the work.• The working conditions outlines the environment in which the employee will typically work.• Work is performed in a typical office environment with standard equipment and tasks._ **Blood Borne Pathogens** + Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment **These principles apply to ALL employees:** **SHC Commitment to Providing an Exceptional Patient & Family Experience** _Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery._ _You will do this by executing against our three experience pillars, from the patient and family’s perspective:_ + Know Me: Anticipate my needs and status to deliver effective care + Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health + Coordinate for Me: Own the complexity of my care through coordination **Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in** **all of** **its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.** Base Pay Scale: Generally starting at $51.15 - $67.78 per hour The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage. At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow. As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care. Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .