JOB REQUIREMENTS: Discover. Achieve. Succeed. #BeHere Location: US:WI:MENOMONEE FALLS at our WOODLAND PRIME 400 facility. This job is REMOTE. FTE: 1.000000 Shift: Shift 1 Job Summary: The Manager, is responsible for overseeing and optimizing the workforce to ensure seamless operations within the Froedtert and MCW Enterprise Patient Engagement Center. This includes managing scheduling, forecasting, and real-time monitoring to achieve service level goals and enhance the overall customer experience. EXPERIENCE DESCRIPTION: Minimum of two years of formal leadership experience required. Two (2) years of workforce management experience in a contact center environment required. Prior experience with workforce management tools (e.g., Cisco Finesse, Calabrio, IEX, Verint, Aspect) required. Proven experience in a healthcare contact center environment preferred. Experience specifically with Cisco telephony and Calabrio WFM preferred. EDUCATION DESCRIPTION: Bachelor\'s Degree in Business, Human Resources or related field required. In lieu of degree, an additional 4+ years of industry experience may be considered. SPECIAL SKILLS DESCRIPTION: Managerial or leadership experience over a group of people (strong preference for managerial experience within a call center WFM environment. Advanced knowledge of Microsoft Excel required. Strong analytical and problem-solving skills. Maintains high energy and positive attitude. Thinks quickly and uses appropriate judgment. Excellent written and verbal communication skills. Demonstrates regular, consistent and punctual attendance. Experience with IVR design, modification, and testing preferred. Experience using Erlang C preferred. Perks & Benefits at Froedtert Health Froedtert Health Offers a variety of perks & benefits to staff, depending on your role you may be eligible for the following: Paid time off Growth opportunity- Career Pathways & Career Tuition Assistance, CEU opportunities Academic Partnership with the Medical College of Wisconsin Referral bonuses Retirement plan - 403b Medical, Dental, Vision, Life Insurance, Short & Long Term Disability, Free Workplace Clinics Employee Assistance Programs, Adoption Assistance, Healthy Contributions, Care@Work, Moving Assistance, Discounts on gym memberships, travel and other work life benefits available The Froedtert & the Medical College of Wisconsin regional health network is a partnership between Froedtert Health and the Medical... For full info follow application link. We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce. As a federal contractor/subcontractor, we take affirmative action in employment based on race, sex, disability and status as a protected veteran. We welcome protected veterans to share their priority consideration status with us at 262-439-1961. We maintain a drug-free workplace and perform pre-employment substance abuse testing ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/6F0EA73C0B864B44