Manager Workforce Management (Hybrid/Troy, MI) - Health Alliance Plan
🔍 Troy, Michigan
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.
EDUCATION/EXPERIENCE REQUIRED:
Bachelor's Degree within Business or Statistics.
Related and relevant experience may be considered in lieu of academic requirements. Related experience is defined as six (6) years’ experience in Workforce Management performing: forecasting scheduling, and real time monitoring in a contact center.
3-5 years of Management experience within Call Center Business Operations or Workforce Management.
5+ years of experience in workforce management in a contact center operations environment.
Advanced knowledge of Excel, strong verbal and presentation skills, and the ability to motivate and inspire groups of people.
Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization.
Extensive knowledge of contact center technology (Automatic Call Distribution [ACD], Interactive Voice Response [IVR], Workforce Management [WFM]) tools (i.e., NICE inContact, Genesys, etc.).
Independent thinker capable of taking initiative and working with minimal direction.
Strong analytical, reasoning, and problem-solving skills.
Experience working with the Genesys tool preferred.
Experience working in a health care related environment preferred.
Overview
HAP is a Michigan-based, nonprofit health plan that provides health coverage to individuals, Â Â Â Â Â companies and organizations. A subsidiary of Henry Ford Health System, we partner with doctors, employers and community groups to enhance the overall health and well-being of the lives we touch. With more than 1,100 dedicated and passionate employees, our goal is to make health care easy for our members.
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Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a
$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites
including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and
other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system
now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one
of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the
health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s Â
major academic medical centers, receiving between $90-$100 million in annual research funding and
remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical
education and training, the health system has trained nearly 40% of physicians currently practicing
in the state and also provides education and training for other health professionals including nurses,
pharmacists, radiology and respiratory technicians. visit HenryFord.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Â Henry
Ford Health System has a new approach for its employee benefits program - My Choice
Rewards. Â My Choice Rewards is a program as diverse as the people it serves. Â There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. Â As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness
and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other
benefits and services. Employee's classified as contingent status are not eligible for benefits
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.