Position Highlights:

• Sign on bonus: N/A
• Position: Senior Manager PACC Workforce Optimization and Operational Support
• Location: 4901 Searle Parkway, Skokie, IL
• Full Time/Part Time: Full time
• Hybrid
• Hours: Monday-Friday, 8am – 5pm
• Weekends: No
• Required Travel: No

Job Description Summary:

The Senior Manager, Workforce Optimization oversees and manages the Workforce Optimization team, supporting all Patient Access contact centers across the system, including outsourced locations.

This role involves implementing business decision support strategies, identifying areas for improvement, and implementing efficiency-enhancing plans, utilize forecasting tools to create staffing plans, manage stakeholders, analyze performance metrics, and fine-tune staffing requirements. Additionally, the role focuses on capacity planning, scheduling, real-time management, and reporting.

The Senior Manager leads a team of analysts, drives automation and efficiency improvements, and supports contact center solutions. They also oversee scheduling staff and make necessary adjustments to enhance forecasting and staffing accuracy. Acting as a liaison to resolve issues affecting contact center personnel, they collaborate with outsourced vendors and IT to implement support infrastructure solutions.

This position is critical in driving performance improvements and optimizing workforce utilization in a dynamic environment, ensuring best-in-class service delivery and operational excellence

What you will do:

• Execute short-term and long-term staffing and service delivery needs. Direct a team of WFM and Real-Time professionals. Recommend staffing and network optimization proposals. Identify and champion progressive scheduling options. Provide updates to leadership on workforce optimization progress and obstacle
• Drive efforts to meet business and patient needs while improving the employee experience. Develop processes to ensure reporting integrity and performance metrics. Create strategic recommendations to improve productivity and efficiency. Lead, Coordinates system enhancement communication and end-user training with the PACC training team.
• Supervise the setup of user access, managing profiles and permissions, and maintaining user accounts, contact center flows, and messaging. Participates in cross-functional activities like requirements gathering and user acceptance testing, working with both internal IT support teams and vendor technical support as needed. Train leaders on using WFO software and manage direct reports.
• The role includes accurate workload forecasting, effective scheduling and staff planning, and clear communication of performance results. The person guides the planning team for consistent capacity projection over the next 6 to 12 months to ensure accurate and timely hiring plans. Advocates for the visibility and improvement of contact center performance and workforce optimization data, emphasizing their importance to leadership and operations.
• Conduct routine business reviews with vendors to evaluate performance and devise improvement strategies. Conduct opportunity assessments to pinpoint areas for enhancing operational efficiency and executing processes to standardize efficiency and improve WFO protocols.
• Oversee, monitor, and manage the collection, analysis, and reporting of performance statistics to drive operational efficiencies and proactive responsiveness, on a daily, weekly, and monthly basis.  Develop reporting processes, dashboards, and presentations to fulfill senior leadership reporting needs.
• Provide ongoing support and maintenance for contact center systems, tools, and software. This includes troubleshooting issues and coordinating with the necessary parties to ensure timely resolutions. Coordinate issue resolution with vendors and cross-functional teams. Provide timely and thorough communication to end-users and key stakeholders regarding the status

What you will need:

• Education: Bachelor's degree in business administration or technology or related field or 7 years of related experience in lieu of degree required
• Certification: N/A
• Experience: Minimum 8 years of Workforce Management and minimum 2 years of Leadership experience        
• Proficient in Excel and Microsoft Office
• Must be fluent in using standard WFM tools and software
• Strong analytical skills with the ability to analyze data
• Interpret insights, and make data-driven decisions
• Fluent in workforce management forecasting and capacity planning protocols, and standards
• Strong communication and interpersonal skills to collaborate with stakeholders at all levels

Benefits (For full time or part time positions):

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals – Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) – all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.  

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to “help everyone in our communities be their best”. 

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.