Overview:

Develops, coordinates and manages the execution for workforce development plans and projects that support the operational areas of the company. Develops and maintains accurate forecasts, budget and staffing models and schedules of the intra-day service levels across enterprise operations. Partners with operational leadership to make recommendations to maximize staff and provide guidance on implementation of changes as a result.

Responsibilities:

* Forecast call volumes and resource needs based on historical data/metrics and current trends (e.g., membership composition/benefits changes, upcoming events, healthcare reform changes, online tool changes, seasonality)

* Provides analysis and strategic consulting by considering enterprise initiatives, workload trends, shrinkage patterns, and key business goals to optimize staffing

* Recommends performance solutions that balance business and employee needs.

* Responsible for administrative functions of supporting call routing, building new queues, adjusting current call routing, handling all early close, weather closes, emergency support for the call center switch. Support all call center areas for administration.

* Ensure proper staffing levels to meet contractual obligations and established metrics (e.g., performance guarantees, hours of operation, voluntary time unpaid, mandatory overtime), utilizing applicable action steps to balance work and efficiency.

* * Provide oversight for skill management, work distribution, and workload balancing.

* Evaluate and oversee processes for PTO, shift schedules, etc. Properly allocate staff PTO approval to ensure correct headcount for call volume but balance employee needs.

* Proactively collaborate with contact center management to identify issues that impact staffing levels (e.g., call drivers, business continuity events, off-line activities, AHT trends

* Perform real-time analyses of performance data and shrinkage to respond appropriately (e.g., monitor intra-day activities, adjust schedules, perform trend analyses) by utilizing technology and resources to meet business needs. Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)

* Manage contact center reporting to ensure accurate, timely reports including analysis. Ensure regulatory reporting is accurate and submitted on time. Partner with reporting team to publish phone data.

* Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)

* Act as expert for contact center to effectively maximize technology and resources while maintaining an optimal customer experience.

* Will be required to understand and utilize self-service tools to make routing adjustments, adjust various tools to maximize performance and improve customer experience.

* Serve as a liaison with applicable technology teams to escalate system/technology problems and issues

* Engage, motivate and encourage staff; lead through change and adversity. Make decisions as needed and build consensus as appropriate. Communicate and cascade information to employees in a timely manner and actively participate in the success of cross-organizational programs and initiatives.

* Identify and create the processes and align resources to accomplish key objectives; clearly convey and assign clear accountability for important objectives, deadlines, and expectations.

* Hire, participate in and/or recommend development measures and disciplinary actions up to and including termination, evaluate performance, and supervise the work of all direct and indirect reports following established organizational policies, procedures, and practices.

* Set clear goals and objectives and use metrics to measure performance and hold staff accountable. Provide coaching to improve performance and holds regular development

* Hold self and others accountable to meet commitments.

* Persist in accomplishing objectives, despite obstacles and setbacks to consistently achieve results.

* Build strong customer relationships and deliver solutions that meet customer expectations; establish and maintain effective customer relationships-both internal as well as external.

Knowledge and Education Qualifications:

Required:

* Call center operations experience, with a minimum of 4 years hands on experience with call center technology platforms (Avaya, CMS, Nice/IEX, CXONE)

* 2+ years managing others

Preferred/Desired:

* Bachelor's Degree or the equivalent combination of training and experience, plus one year of related experience.

* Workforce Management Software proficiency.

* Reporting and Analysis proficiency.

Experience Qualifications:

Required:

* 4 years of hands on management experience with call center technology platforms in a metric driven production environment experience.

Preferred/Desired:

* Experience with cloud based technology (i.e. CXONE, Five9, InContact, NICE/IEX)

* Experience with Medicare and/or Medicare Advantage products, including understand of CMS Telephony Guidelines.

Skills/Competencies:

• Strong people skills with a proven ability to effectively communicate orally and in writing detailed and complex information to others that possess varying degrees of comprehension.

* Demonstrate understanding of applicable business strategies, goals, and processes as they relate to workforce management

* Demonstrate understanding of call routing processes and skill designs (e.g., holiday hours, emergencies, weather, trouble shooting of misrouted calls)

* Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)

* Works independently

* Coordinates others' activities

* Applies knowledge/skills to complex activities

* Often acts as a technical resource to others within the call center operation

* Anticipates customer needs and proactively identifies solutions

* Solves complex problems on own; proactively identifies new solutions to problems

* Plans, prioritizes, organizes and completes work to meet established objectives

* Seen as key team member on project teams spanning more than call center operation

* Demonstrates Mass General Brigham Health Plan Core Values of Accountability, Service Excellence, Quality Care, Diversity, and forging strong Relationships.