Manager Workforce Management (Hybrid/Troy, MI) - Health Alliance Plan

GENERAL SUMMARY:

In this role, the Manager will oversee business targets, measure agent performance, identify opportunities and make recommendations to best achieve and exceed Key Performance Indicators (KPI) for the Contact Center as a whole and each representative. The Manager will evaluate statistical data from the various systems, research delta's and recommend performance and efficiency improvement processes.

The Manager will work closely with the key stakeholders to validate Contact Center assumptions based on historical data and gain business insights regarding Contact Center initiatives impacting performance.

The Manager will use detailed data and multiple workforce tools and applications to increase the productivity of the contact center to ensure service levels are met. This includes forecasting, creating, and adjusting schedules of staff as necessary.

The Manager will manage the Workforce Management team and provide training, coaching and development to analysts, as well as recruiting, hiring and managing resources.

The Manager must possess a continuous improvement mindset of evaluating existing processes to find operational efficiencies. S/he will experience a wide range of problem-solving situations requiring extensive use of data collection and analysis. The ideal candidate will have a strong command of workforce management solutions, as well as prior experience in a customer service environment.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Supports the long-term strategic vision of workforce management of the contact center.

• Maintains schedules and forecasting for approximately 200+ staff across multiple channels (voice, email).

• Responsible for call center volume forecasting in 15 to 30-minute intervals, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and intraday workforce management.

• Supports capacity planning needs by managing short and long-term forecast processes, developing staffing plans and leading capacity planning meetings.

• Reviews historical call center data to provide forecasted workload, changes, assumptions and inputs, along with solutions-oriented support for the team and escalate discrepancies in data with recommendations for action.

• Reviews a 3-month rolling forecast monthly with internal and vendor led Operations and WFM team.

• Works with team leaders to allocate and schedule resources to best meet day to day project needs and contractually required service levels.

• Works closely with team leaders, trainers, and the quality team to coordinate schedules and effective process improvements to increase productivity.

• Develops and administers creative scheduling solutions to increase call center staffing productivity including flex scheduling, split scheduling, and rotational scheduling. Oversees proactive scheduling of discretionary activities such as training, meetings, overtime, and voluntary time off.

• Develops contingency plans, directs activities during problem resolution efforts and participates in post-resolution analysis of projects providing input for future process improvements.

• Identify, monitor, and articulate reporting requirements/SLA's, which includes targets, specific data, anticipated outcomes, and other key performance indicators.

• Develop and track performance metrics to monitor, measure and report on effectiveness and goal attainment leading to continuous improvement and overall return on investment.

• Proactively analyze real-time data and make recommendations/ decisions based on data regarding real time actions, meeting scheduling, and other offline requests.

• Identify, recommend, and support the implementation of various programs for the improvement of Contact Center processes through support of quality and training efforts. Proactively identify opportunities for operation optimization.

• Create and maintain policies and procedures for all Workforce Management job functions as well as the procedures for initiatives within the Contact Center.

• Manage team of internal and vendor led workforce management team, including conducting coaching, mentoring and performance reviews.

• Assess, implement and use Workforce Optimization software to improve efficiency.

• Perform analysis to solve complex business problems and drive better decisions, including the use of contact center analytics software.

• Promote employee centric culture that encourages employee satisfaction and engagement.

• Other duties as assigned.