Job Description
SeniorCare Benefits, an Integrity Marketing Company, is an award-winning, tech-enabled healthcare services company specializing in customized contact center services with offices in Utah, Florida, Texas and Tennessee. Our partnership with Integrity Marketing Group brings together two tech-focused powerhouses committed to reshaping the senior market industry. We connect the healthcare industry to their consumers, and consumers to their healthcare. Healthcare is complicated. We make it simpler.
JOB DESCRIPTION:
Senior Care Benefits (SCB) is one of the fastest growing Senior Market insurance agencies in the industry. SCB recently joined the largest network for senior focused insurance products, becoming a key business unit of Integrity Marketing Group. We are continuing to grow at an exponential pace and are looking for team members who enjoy the fast, constantly evolving, all hands on deck environment of a successful start up.
The WFM Manager is responsible for all aspects of performance in the areas of Capacity Planning, RTA (including scheduling), and Planning & Analysis in a multi-site operating environment. Oversee the development of comprehensive reporting that illustrates staffing and adherence effectiveness. Maintain the efficiency and effectiveness in coordination with operations and sales management. This position is responsible to create, support and maintain all staffing planning activities aligned with the corporate strategy, optimizing the use of resources to achieve business goals.
ROLES AND RESPONSIBILITIES:
MANAGE AND DEVELOP THE WORKFORCE MANAGEMENT TEAM
Spearhead organizational change by developing, coaching and training staff to meet requirements.
Utilizes the proper procedure for corrective discipline in resolving employee issues.
Responsible for vision, creation and execution for the Workforce Management group.
Owns all workforce staffing, call center staff planning, and processes related to scheduling staff to meet requirements for multi-site internal contact centers (including home-based agents).
Recruits, manages and leads a diverse internal team focused on managing to call volumes and staffing requirements as well as creating daily work schedules.
Takes advantage of opportunities to identify and support staff development, succession planning and talent management.
Oversee the successful utilization of WFM systems
Design workforce processes, procedures and methodologies used for developing accurate and timely forecasts for staff and capacity planning. Assess risk and opportunities and the impact to business initiatives.
Execution of tactical plans to achieve the strategic objectives
Development and management of WFM quality practices and processes
Work with WFM team to produce schedules for staff based on forecasted volume
Create and implement best practices around shift Bids, VTO, MTO, and PTO
Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency
Provide various WFM Presentations such as New Hire Presentation and Department Reviews
Drive a culture of continuous improvement throughout the SCB team
LEVERAGE DATA TO OPTIMIZE WORKFORCE SCHEDULING
Responsible for developing and maintaining models that accurately predict short-term and long-term forecasts allowing for precise planning of agent needs
Covers Scheduler and RTA functionality as needed to ensure operational excellence
Analysis of real-time call-handling metrics including talk time, wrap time and other real-time KPIs
Oversee the process to optimize the intraday balance of SLA achievement and efficiency objectives
Analyze and report historical data and trends and develop forecast models
WORK WITHIN THE SALES OPERATIONS TEAM TO DRIVE ACTIONABLE INSIGHTS
Influences new technology and processes for improved performance.
Responsible for analyzing and providing insights on how to improve agent management performance
Responsible for generating agent management metrics
Provides regular, consistent reporting of agent performance and interaction metrics for sales teams
Reviews and coaches supervisors and managers on how to effectively use agent metrics to coach agents
Creates data visualizations to support agent management needs
Identify new methods, strategies and opportunities to improve WFM performance and overall contact center results.
Drive cost savings initiatives for operational efficiencies including queue management, occupancy, and scheduling efficiencies, optimize call management
Research root cause(s) for issues impacting performance
Peer review team member queries, reports, and dashboards
Support sales operations team members as needed
POSITION QUALIFICATIONS:
5 years of progressively responsible experience in an operations, business analysis, finance or statistics environment.
Minimum 3 years of contact center workforce management experience.
BA or BS preferred but not required
Ability to manage multiple simultaneous tasks.
Must be a self-starter and highly motivated business oriented independent thinker.
Ability to identify issues in KPI trends and drive/guide the analysis to determine an action plan or communication
Comprehensive competency with call center technology. Strong knowledge in WFM scheduling or similar tools.
Demonstrated leadership skills with emphasis on consensus building, diplomacy, cooperative negotiation and persuasion required to build cross functional commitment to deliver intended results.
Excellent analytical and presentation skills. Excellent communication skills both verbal and written, including the ability to effectively communicate both internally and externally.
Excellent organization, planning, project management and analytical skills.
Good decision-making capability and the ability to proactively drive decision making in the organization
Ability to streamline processes and tasks and implementation of best practices
Salesforce experience required
Einstein and/or power BI experience a plus
SQL experience a plus
Intermediate excel experience required
Attention to detail and passion for data accuracy
Desire and curiosity to use data to understand why
Ability to effectively manage time
Consistent ability to execute repetitive daily functions while carving out space for ad hoc and special projects
Ability to effectively prioritize
Tech Savvy - Ability to learn new technology quickly
JOIN THE SENIORCARE BENEFITS/ INTEGRITY MARKETING GROUP FAMILY!
At SCB, at all levels, and across all departments, our success is driven by the strength of our people.
We invest in our team’s human capital potential with mastery learning-based curriculum and facilitation, professional leadership development programs, licensing education programs, individual and group engagement metrics, and promote from within policies.
At SCB, we are solution builders and problem solvers.
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