New 
Lead, Workforce Optimization - Clearwater, FL
 Lincare Holdings | |
 United States, Florida, Clearwater | |
 Sep 17, 2025 | |
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This employee will lead day-to-day Work Force operations for the CPAP Call Centers.
* Monitors and evaluates call center staffing levels, call volume efficiency, and correlated patient and employee satisfaction results for all areas of the business * Manages abandoned calls, idle time, and other metrics related to calls JOB FUNCTIONS * Oversees short and long-term call forecasting, associate scheduling, real-time management of contact queues, and associate schedule adherence * Oversees data collection, analysis, reporting, and intensive real-time monitoring * Plans, manages and analyzes Outbound Dialer Campaigns (using Avaya POM) for effectiveness and adjust/improve as needed * Utilizes Workforce Optimization (WFO) software and/or excel to manage and improve call volume and efficiency and overall Call Center metrics * Forecasts short and long-term staffing needs, considering contact volume and headcount requirements * Real-time queue management of contact and associate schedule adherence (Real Time Adherence) * Assists with scheduling of PTO, Training, and any other Call Center/Channel activities in a manner that daily service levels are not impacted adversely * Generates daily reports to show changes to productivity or performance * Provides updates on Call Center Performance to department leaders on an intra-day and daily basis * Collects data, analyzes and provides recommendation for improvement of Call Centers performance * Creates and coordinates workforce improvement projects based on call center(s) performance | |