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WFM Command Center Manager – Virtual or San Antonio, TX – Medtronic Posted On: 12-15-2021
Position Title: WFM Command Center Manager, Diabetes Support
Job Location: Virtual or San Antonio, TX
The Medtronic Diabetes Business is one of the most exciting, dynamic and challenging spaces in the medical device industry.
More than 463 million patients worldwide suffer from diabetes, and this is expected to reach close to 600 million in 10 years.
The diabetes device industry is unique in that technologies available to monitor and manage diabetes are starting to converge with consumer electronics technology.
As such, the decision dynamics are evolving: patients have a stronger voice in therapy choice, care is transitioning away from specialists, and the role of artificial intelligence is elevating care.
Medtronic Diabetes is transforming its business to adapt to this change and create meaningful differentiation to drive customer preference and revenue growth.
Under the direction of the Director of Workforce Management, Commercial Quality and Service Analytics, the Workforce Manager, Command Center will play a key role in the Diabetes Americas region, in improving the delivery of customer service by providing workforce optimization guidance.
The leader will have accountability for the Medtronic Diabetes America's US and Manila, Philippines based command center 24×7 operation.
In this role, you will be responsible for meeting service objectives and initiating proactive and appropriate action around opportunities in staffing, planning, and command functions from a real-time perspective.
The role will manage a team of 9 people and will work cross-functionally with business leaders in the Americas organization as well as operating teams in the customer care, patients' financial services, and installed base organization.
A Day in the Life Responsibilities may include the following and other duties may be assigned:Provide 24x7x365 real-time global command center oversight.Monitor BPO and international managed operations.Responsible for meeting business service level metrics and optimizing agent resources to meet the call arrival patterns for each scheduled interval.Responsible for communication of intraday performance trends, barriers, and risks impacting the call center's ability to meet the service level goals.Responsible for reallocation of agent resources based on current intraday interval performance spikes and dips, caused by planned or unplanned events and technology outages.Intraday management of requests for scheduled activities (Meetings, Trainings, Coaching, etc.
).Monitor adherence activities to provide call center management with data to support coaching when needed and ensure adjustments are made when applicable to protect the integrity of adherence data reporting and agent occupancy.
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