Manager, Customer Care Operations & Workforce Management – Grand Rapids, MI

Manager, Customer Care Operations & Workforce Management – Grand Rapids, MI

Posted On: 3-12-2015
Position Title: Manager, Customer Care Operations & Workforce Management
Job Location: Grand Rapids, MI
Company Name: Priority Health
Contact Information: https://careers.spectrumhealth.org/app/SHMobileTalentAcquisition/jobs/description/5475

Position Summary

Accountable for the day-to-day operations of the companywide IVR system. Responsible for managing the resource planning, scheduling and telephony operations as well as workforce planning and integration to optimize customer service to meet all contractual service level agreements for all product lines. Develops and tracks workforce utilization metrics for customer service operations. Conducts analysis of system capabilities and makes recommendations to IT.

Qualifications

Basic Qualifications:
Bachelor’s Degree
Five years of customer service operations/workforce planning experience
Three years of experience in a management level position
Five years of experience in a large call center operation with hands-on experience of call center knowledge
Preferred Qualifications:
Master’s Degree
Experience with Cisco ACD and skills based routing
Experience implementing as workforce management or CRM tool

We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.

– See more at: https://careers.spectrumhealth.org/app/SHMobileTalentAcquisition/jobs/description/5475#sthash.tOSxO314.dpuf