Workforce Optimization Manager

Job Requisition #: JR57621

End Date: 8/9/2021

Location: Wilmington, Delaware

Position Type: Management/Executive, Professional

Shift: Day Shift, No Rotation

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ChristianaCare is looking for a Workforce Optimization Manager to assist the Access Center Leadership Team with planning and optimizing the performance of the Patient Service Representatives and Triage Nurses by analyzing data and historical contact center performance. This position will also be responsible for identifying trends and providing solutions in order to manage service levels and staff schedules to achieve maximum efficiency and occupancy.

The ideal candidate for this opening with have experience as a Workforce Manager as well as experience with forecasting, skilling, scheduling, staffing, and trending.


  • Develops tracks, analyzes and identifies areas of opportunities for improvement and reports contact center and agent performance with reports from WFM and ACD. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Coordinates the Access Center workforce management function including forecasting, scheduling, call routing, service level management and business continuity.  Ensure consistency of processes, optimization of systems and achievement of performance metrics.
  • Provide real-time monitoring via available tools (Avaya Contact Manager) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
  • Manage and validate findings and design solutions with stakeholders, including finance, talent acquisition, resource management, and medical group to improve and achieve strategic workforce plan.
  • Execute thoughtful and seamless integration between patient experience, caregiver engagement and performance metrics, team occupancy, scheduling and staffing
  • Drive improvement in the accuracy, quality and efficiency of workforce management by building people, process and technology solutions
  • Manage transition of new opportunity and growth segments with in organization in a seamless manner utilizing redundancy and new resource requirements
  • Provides direct oversight into the implementation of a WFM system to ensure compliance with the current phone system and all historical reports are integrated properly.  Conducts all routine testing of the WFM system to ensure reports are meeting quality standards.
  • Responsible for testing and implementing upgrades to the WFM system in coordination with the IT integration team.
  • Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center.
  • Analyzes trends such as call volume, AHT and attendance to understand and plan for potential over staffing/under staffing conditions; adjusts plans prior to and/or same day based on the ability of the call center to attain appropriate performance results.
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Collaborate with Leadership Team to identify area of opportunity in forecasting and scheduling process
  • Enforces schedule compliance and adherence and advises management of schedule utilizing WFM notification system whenever team members request meetings, PTO requests, changes to pre-assigned schedules.  Provides reports to management about schedule enhancements or shift change opportunities.
  • Develops and manages staff scheduling process, including proactive approval and denial of discretionary activities, such as vacations, trainings, and meetings. Works with Access Center Supervisors to ensure accurate and seamless process when team meetings or training classes need to be scheduled while maintaining department metrics and goals.
  • Assist with the development of policies and procedures for the workforce management department.
  • Ensures monthly call monitoring is completed by management staff and performs calibration of each agent to ensure consistency of performance.
  • Monitor call center performance, analyze real time data, maintain department and corporate goals by making staffing adjustments and provide feedback to management on future recommendations regarding staffing.
  • Oversees the Trainer & Quality Analyst team to ensure agents are monitored accordingly and additional training is implemented for agents who may need specific, targeted, training.
  • Oversees the Business Continuity/Work from Home program to ensure emergency needs are maintained.  Conducts routine exercises and reports on the continuity of the program.  Updates the emergency contact system with new employee information and performs announced and unannounced alerts to ensure all employees are ready for an unscheduled event.


  • Bachelor's Degree required. 

  • Five years' prior call center experience required, customer service, leadership skills required. 

  • Thorough understanding of Work Force Management Systems in Call Center Operations required with 3-5 years' experience. 

  • An equivalent combination of education and experience may be substituted.

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.


ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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Our Region

A Great Place To Live

Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located between Philadelphia and Washington, D.C., our locations provide easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

Why Delaware? Why Maryland?

We Serve Together

For the Love of Health

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