WFM Manager - Nashville, TN

Essential Duties and Responsibilities:

- Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity as necessary for all project areas as needed.

- Oversee the day-to-day functioning of the department and manage the development of routine and ad hoc reports in accordance with the schedule outlined in the contract.

- Evaluate the need for, and ensure the provision of, reporting necessary for operations.

- Provide staff with up-to-date statistics on applicable programs, community resources, and options for enrollees.

- Provide contractually required monthly and quarterly project status reports.

- Produce Performance Standards Analysis Report.

- Coordinate and evaluates the work of subordinates.

- Develop and maintain reports in areas including Call Center performance.

- Generate reports in accordance with schedules and provide reports, background information, and report summaries for internal and external use.

- Ensure accuracy and timeliness of reports in compliance with contract and project requirements.

- Generally, oversees aspects of daily operations for a program, including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance with internal and external requirements.

- Ensure project compliance with all applicable requirements of the contract, state and federal regulations as well as corporate policies.

- Manage direct reports and the cost-effective operation of all project tasks.

- Manage subcontractors that provide services to program.

- Manage audits of operations.

- Collaborate with other Managers to ensure effective coordination of activities.

- Develop and implement operational policies and procedures in collaboration with other key stakeholders.

- Establish and maintain effective relationships with clients and other external entities.

- Oversee the development and implementation of innovative methodologies to improve service levels and overall operational efficiency.

- Manage the project's quality assurance and training programs as well as corrective actions to ensure compliance.

- Monitor performance against key indicators established internally or by the clients.

- Develop solutions to issues or complex problems.

- Develop performance goals and objectives for staff, and monitor achievement of those goals.

- Perform other duties as may be assigned.

Forecasting & Planning

- Develop accurate short-term and long-term call volume forecasts using historical data, trends, and predictive analytics.

- Create staffing models and schedules to meet service level agreements (SLAs) while controlling labor costs.

Real-Time Management

- Monitor intraday performance and adjust staffing plans to respond to unexpected volume changes.

- Implement contingency plans to maintain service levels during peak periods or unforeseen events.

Technology & Analytics

- Utilize workforce management (WFM) tools and report...