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Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.

What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.

If you share our passion for changing healthcare so all people can live healthy, brighter lives – apply to join our team.


 

SCOPE OF ROLE

The Manager of Workforce Management will work within our customer contact center. In this role, it is essential to manage service levels while working to reduce business costs and boost the efficiency of our employees. This Manager will work, in partnership with our Capacity planning team, to drive aligned forecasting of our staffing needs, aligning schedules and shrink factors to maximize utilization and occupancies, and manage real time analytics while working closely with others to manage queues and skills assignment across the organization and ensure service is met.      

The Manager of Workforce Management will partner in identifying and driving workforce productivity and operational efficiency initiatives.  By analyzing staffing trends across the company, this individual will quantify opportunities to improve company-wide workforce utilization through long term forecasting and staffing, schedule optimization, skills management and IVR optimization. 

ROLE RESPONSIBILITIES

The Workforce Modeling Analyst job description is intended to point out major responsibilities within the role, but it is not limited to these items.

  • Deliver on all aspects of WFM inclusive of managing to forecasting, scheduling, real-time management and analytics.
  • Work with Ops leadership to drive optimization of staff schedules against forecast assumption to maximize efficiencies. Aligning disparate service organizations across the service center eco-system
  • Build and manage RTA functions. Working closely with technology partners to integrate and align contact centers onto new telephony platform, monitoring queues, creating skills and managing skill assignment, aligning and managing shrink and partnering to develop priority routing/skilling to drive improved performance.
  • Develop & Align Reporting across the service center eco-system, ensuring all key KPI’s and SLA’s are defined, measured and reported timely and accurately
  • Be a ‘builder’ – need to be an entrepreneur who’s capable of working in a very fast-paced, complex, rapidly changing environment and deliver SLA’s
  • Other duties as assigned

SUPERVISORY RESPONSIBILITIES

This position does have supervisory responsibilities.

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE

  • Bachelor’s degree in business or a related field and 5+ years of experience of workforce management experience in a contact center WFM role that includes forecasting, scheduling, and real-time management
  • 5+ years of operational experience in a call center; broad knowledge of inbound and outbound contact center environments. Experience in the healthcare sector strongly preferred.
  • 3+ years of management experience required, must be able to develop and lead an engaged culture and team that is passionate about workforce management
  • 5+ years of experience with applicable workforce scheduling software and dialer technology Preferably experience with Genesys, this includes omni-channel experience
  • 5+ years of experience leading operational forecasting, staffing, and scheduling for a multi-location
  • Excellent communication skills with individuals at all levels internally and externally
  • Excellent customer service, follow up, and organizational skills
  • Continuous Improvement experience is required
  • Operation and financial leadership a plus

PROFESSIONAL COMPETENCIES

  • Strong analytical and organizational skills.
  • Adaptability and the capability of multi-tasking and strong time management.
  • Proficiency in Microsoft Office Suite.

WORK ENVIRONMENT

The majority of work responsibilities are performed in an open office setting, carrying out detailed work sitting at a desk/table and working on the computer. Travel may be required.

 

We’re Making Healthcare Right. Together.

We are realizing a completely different healthcare experience where payors, providers, doctors, and patients can all feel connected, aligned and unified on the same team. By eradicating the frictions of competing needs, we are making it possible to give everyone more of what they want and deserve. We do this by:
 
Focusing on Consumers
We understand patient pain points, eliminating complexity while increasing transparency, for greater access and easier navigation.
 
Building on Alignment
We integrate and align individual incentives at all levels, from financing to optimization to delivery of care.
 
Powered by Technology
We employ our purpose built, integrated data platform to connect clinical, financial, and social data, to deliver exceptional outcomes.
 
          

 
As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
 

 

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