JOB SUMMARY:

Provide Workforce Management data analysis and recommendations to complex business challenges, utilizing Teleopti Workforce Management tool and other workforce management techniques for Member and Provider Service and other Operational and Clinical areas.  Facilitate meeting and workgroups with senior leaders and introduce recommendations to underlying performance issues. Build strong internal and external relationships, demonstrate influencing skills, and communicate effectively at all levels. Demonstrate ability to present the impact data has on influencing our performance, business efficiency and overall member experience.

KEY FUNCTIONS/RESPONSIBILITIES:

• Provide short- and long-term forecasts for various contact centers and departments.  This includes inbound and outbound calls, emails, faxes, chats, written correspondence, claims,  enrollment files, caseloads, and other volume based measures.
• Maintenance of current and long term staffing requirements needed to meet service level objectives and other key performance indicators.
• Support requirements process and partnership with IT Call Center Technology Operations in order to further develop call routing, call flow, and IVR strategies.
• Communication of short and long term needs to training team.
• Maintenance of workforce management tool architecture including staff and forecasting alignment, vacancy management, and interactions between Teleopti and service center representatives.
• Provide reporting to management team that helps drive optimum resource utilization and evaluates staff performance in comparison to expectations set in budgeted staff model.
• Work within an existing high performing team to deliver high quality standard reporting with recommendations to senior leadership to guide decision making.
• Partnership liaison to IT including 24/7 afterhours support during significant outages impacting critical business operations.
• Coordinate the efforts of internal cross-functional teams and external vendors to develop, implement, and solutions to complex business challenges for Service and Operations.
• Apply strong functional and application knowledge while analyzing data and determining ways to make data actionable including recommendations for process improvement.
• Builds successful interpersonal relationships with business partners, leadership team across Service and Operations.
• Works with a high degree of independence within team and across division, collaborating cross-functionally to meet organizational and division goals.
• Assist in the development of strategic objectives and tactical planning for the team translating strategy into tactical plans and determining how data can support these efforts.
• Other duties as assigned.

QUALIFICATIONS

_ _EDUCATION:

• BA/BS degree in business, healthcare or equivalent combination of education and relevant work experience

EXPERIENCE:

• 7+ years of experience in Workforce Management including back office analysis
• Previous Healthcare experience preferred

COMPETENCIES, SKILLS, AND ATTRIBUTES:

• Excellent analytical, problem resolution, and risk management skills. Strong attention to detail, process, deadlines and quality results.
• Ability to lead complex deliverables, initiatives, and represent the team through planning and leading operational/cross-functional teams.
• Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction.
• Solid initiative, driven self-starter; able to work independently and manage results.
• Ability to see big picture, but understand details and operational realties.
• Demonstrated ability to analyze and evaluate complex issues, prepare and present reports at various levels of leadership.
• Excellent analytical skills.
• Extremely strong communication skills, both written and oral, including at the executive level.
• Comfort with change, innovation and risk-taking.
• Collaborative and relationship builder; ability to work or lead cross-functional teams effectively.
• Positive attitude, flexibility and ability to work within tight time constraints.
• Ability to differentiate between important and urgent deliverables, requests and issues.

Required Skills Required Experience

• Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.
• Bilingual in Spanish or Hmong is a plus.

Physical requirements include: standing, sitting, walking, using hands and fingers, reaching including reaching above the shoulder, talking and hearing: visual acuity; occasional stooping or crouching and occasional lifting a maximum of 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.