Customer Care Manager

5+ years of Workforce Management experience in a contact center environment.

3+ years of leadership experience managing workforce planning or call center operations teams.

Advanced experience with Talkdesk Workforce Management (WFM) and reporting tools.

Experience leading high-volume customer service or healthcare contact center operations.

Strong forecasting, scheduling, and capacity planning expertise.

Healthcare, DME, respiratory care, home health, or patient services experience.

Knowledge of patient intake, referral management, authorization, or customer care workflows.

Experience supporting multi-site or remote contact center teams.

Familiarity with healthcare compliance and HIPAA requirements.

Develop short-term and long-term staffing forecasts using historical trends, seasonality, growth projections, and operational initiatives.

Manage workforce planning processes including forecasting, scheduling, shrinkage management, and staffing models.

Analyze call, chat, email, and other customer interaction volumes to ensure optimal staffing levels.

Create staffing recommendations and business cases for hiring, cross-training, and resource allocation.

Monitor adherence to schedules and service level performance.

Serve as the primary Workforce Management subject matter expert for Talkdesk.

Configure and optimize Talkdesk WFM forecasting, scheduling, intraday management, and reporting tools.

Analyze Talkdesk performance metrics and identify opportunities for operational improvements.

Partner with IT and Operations teams to implement enhancements and support system upgrades.

Ensure accurate agent skill assignments, routing strategies, and workforce configurations.

Lead intraday management activities to ensure achievement of:

Service Level Agreements (SLAs)

Average Speed of Answer (ASA)

Abandonment Rate

Occupancy

Adherence

Productivity Goals

Make real-time staffing adjustments based on changing business demands.

Coordinate overtime, voluntary time off, and schedule modifications as needed.

Partner with Customer Care leadership to align workforce strategies with operational goals.

Support frontline supervisors and managers through performance insights and workforce recommendations.

Develop reporting packages and executive dashboards.

Drive continuous improvement initiatives focused on customer experience, efficiency, and employee engagement.

Produce daily, weekly, monthly, and quarterly workforce performance reports.

Analyze trends and provide actionable recommendations to leadership.

Present workforce insights to senior leaders and operational stakeholders.

Establish KPIs and performance benchmarks across customer care operations.