Capacity Planning Manager – Franklin, TN – Healthways

Capacity Planning Manager – Franklin, TN – Healthways

Posted On: 12-3-2015
Position Title: Capacity Planning Manager
Job Location: Franklin, TN. (Headquarters)
Company Name: Healthways
Contact Information: Apply online http://www.healthways.com/iFrame.aspx?id=1377 Position #1500764

 

Duties/Responsibilities:

  • Lead all aspects of managing all contact centers forecasting processes that are critical in meeting service level and business objectives
  • Build collaborative relationships between operations, HR, training, and other business partners to ensure effective utilization of resources in order to achieve business, forecasting, planning and performance objectives.  Willingness to adapt to environmental changes dictated by the operations team or our partners to ensure client/company expectations are delivered upon.
  • Work with Account Management on New Business and growth of existing clients to determine call volume, AHT, staffing, and performance requirements.
  • Analyze historical data to identify trends, changes, and seasonality factors affecting forecasting and staffing needs.
  • Work with other departments to execute hiring, training and staffing to achieve staffing requirements and service level objectives.
  • Design and implement a thorough report structure and process to effectively communicate call center performance information to senior leadership that adequately and accurately presents areas of successes and opportunities related to long range forecasting and planning.  Ability to influence using factual data to ensure that our business partners are indeed leveraging recommendations.
  • Partner with Financial Team to understand the impacts of capacity assumptions on the bottom line of the business and make recommendations to support any task / expense reduction to deliver against the business goal
  • Intimately understand the strategy and direction of the businesses that are supported.  Ensure that all factual data is balanced with instinct and judgment based on understanding the historical trends affiliated with the business.
  • Develop short-term and long-term hiring and training plans maximizing creative scheduling, part-time workforce, and other innovative staffing solutions resulting in significant financial and efficiency improvements for lowering personnel costs
  • Partner with members of the Workforce Solutions team to help them understand all elements of the capacity assumptions including the forecasting, FTE requirements and shrinkage assumptions to ensure that all SLA (Service Level Assumptions/Performance Goals) are delivered upon.
  • Continuously review and analyze the forecasting and planning software data and output and, if necessary, develop and implement strategies that target inefficiencies in the forecasting and planning software staffing model and recommend alternative approaches
  • Responsible for annual budget preparation and management throughout the year; assist in determining/approving budget deviations.
  • Forecast workload and workforce for the customer contact organization including inbound, outbound phone calls, email, chat and future work types
  • Establish departmental goals for phone productivity and shrinkage
  • Incorporate utilization goals, training, overtime, sick, new hire learning curve, vacations, holiday schedules etc… into the overall staffing requirements
  • Analyze and recommend optimal overtime requirements as needed
  • Maintain historical work volume trends to include forecast accuracy
  • Ability to innovate and lead automation initiatives
  • Responsible for workforce/load scenario planning and modeling to include cost impact

Duties/Responsibilities:

  • Lead all aspects of managing all contact centers forecasting processes that are critical in meeting service level and business objectives
  • Build collaborative relationships between operations, HR, training, and other business partners to ensure effective utilization of resources in order to achieve business, forecasting, planning and performance objectives.  Willingness to adapt to environmental changes dictated by the operations team or our partners to ensure client/company expectations are delivered upon.
  • Work with Account Management on New Business and growth of existing clients to determine call volume, AHT, staffing, and performance requirements.
  • Analyze historical data to identify trends, changes, and seasonality factors affecting forecasting and staffing needs.
  • Work with other departments to execute hiring, training and staffing to achieve staffing requirements and service level objectives.
  • Design and implement a thorough report structure and process to effectively communicate call center performance information to senior leadership that adequately and accurately presents areas of successes and opportunities related to long range forecasting and planning.  Ability to influence using factual data to ensure that our business partners are indeed leveraging recommendations.
  • Partner with Financial Team to understand the impacts of capacity assumptions on the bottom line of the business and make recommendations to support any task / expense reduction to deliver against the business goal
  • Intimately understand the strategy and direction of the businesses that are supported.  Ensure that all factual data is balanced with instinct and judgment based on understanding the historical trends affiliated with the business.
  • Develop short-term and long-term hiring and training plans maximizing creative scheduling, part-time workforce, and other innovative staffing solutions resulting in significant financial and efficiency improvements for lowering personnel costs
  • Partner with members of the Workforce Solutions team to help them understand all elements of the capacity assumptions including the forecasting, FTE requirements and shrinkage assumptions to ensure that all SLA (Service Level Assumptions/Performance Goals) are delivered upon.
  • Continuously review and analyze the forecasting and planning software data and output and, if necessary, develop and implement strategies that target inefficiencies in the forecasting and planning software staffing model and recommend alternative approaches
  • Responsible for annual budget preparation and management throughout the year; assist in determining/approving budget deviations.
  • Forecast workload and workforce for the customer contact organization including inbound, outbound phone calls, email, chat and future work types
  • Establish departmental goals for phone productivity and shrinkage
  • Incorporate utilization goals, training, overtime, sick, new hire learning curve, vacations, holiday schedules etc… into the overall staffing requirements
  • Analyze and recommend optimal overtime requirements as needed
  • Maintain historical work volume trends to include forecast accuracy
  • Ability to innovate and lead automation initiatives
  • Responsible for workforce/load scenario planning and modeling to include cost impact

About Healthways:

For three decades, Healthways has been dedicated to improving the human condition. Each year, we learn more and do more for the millions of individuals who count on us to make a difference in their health and well-being. Healthways is a global provider of solutions that help employers, health plans and government agencies enhance business performance and reduce healthcare costs. Our mission is to create a healthier world, one person at a time.

Here at Healthways as we continue to make the world a healthier place, we have also created an environment where people choose to do their best work. Our unique culture thrives on mission-driven individuals who exude a high sense of energy and passion in everything that they do. Collaboration and teamwork are an essential part of everyday life for Colleagues who trust and depend on one another to achieve the highest degree of collective success. We are an organization that strives to recruit the best and the brightest individuals who take pride in the statement “I work for Healthways.”