Workforce Manager

Workforce Manager
Location: Provo, UT
Serenity Healthcare is seeking a hands-on workforce manager to optimize productivity by maximizing our staffing needs and forecasts. We are in a hyper-growth state and this leader will be able to support multiple patient care coordinator locations.

Benefits:

• Accelerated healthcare career growth – rapid advancement opportunities.
• Insurance benefit premiums paid at 90% by Serenity (Medical, Dental, Vision) and 401K.
• 20 days off annually (10 PTO days and 10 Holidays).
• Employee access to Serenity’s treatment options.
• Competitive compensation.
• Access to corporate onsite gym, game room and other amenities.
• Full-time / On-site.

Responsibilities:

• Operational Oversight: Lead forecasting, capacity planning, scheduling, and real-time management for Operations. Analyze call volume, handle-time, distributions, absenteeism, and staffing need to optimize performance.
• Owns adherence and Shrinkage governance. Breaks/lunches and same day modifications. Employee scheduling (i.e., intraday management, call outs, vacation, and leave planning).
• Statistical modeling and projections. Complete what-if analysis, risk assessment and sensitivity analysis on plans on a regular basis.
• New-hire configuration (onboarding/offboarding), log ins, schedules, team assignments
• Attrition & Retention reporting.
• Supports cost-cutting, growth initiatives, and stays ahead of latest technologies.
• Recommends training and development schedules to maintain service levels.
• Business Continuity Plan (i.e., Natural disasters, equipment failures, and adverse impacts to the business).
• Crisis preparedness (i.e., CPR certifications, and Emergency Floor Captains).

Qualifications:

• 3 to 5 years experience in WFM (forecasting, capacity planning, scheduling, and real-time management).
• Experience with MS Office Suite with high proficiency and working knowledge of Excel.
• Experience with WFM software applications (Genesys, IEX, ININ, Verint, etc.).
• Excellent oral, written, interpersonal, and organizational skills.
• Must be detail-oriented, organized, and able to work independently as well as with a team.
• Proven performance in a fast-paced, growth work environment
• Ability to make sound decisions quickly in a fluid work environment.
• BA/BS Bachelor's Degree in a job-related field of study preferred (mathematics, statistics, finance, business analytics etc.).

About:
Serenity is a leader in the field of healthcare technology. Using advanced medical devices recently released to market, we give our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we push ourselves daily to help patients take back their lives with a revolutionary technological approach to healthcare.
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