Manager.,Workforce Operations – Syracuse, NY – EmblemHealth Services

Manager.,Workforce Operations – Syracuse, NY – EmblemHealth Services

Posted On: 10-02-2017
Position Title: Manager.,Workforce Operations
Job Location: Syracuse, NY
Company: EmblemHealth Services
Contact: Suzanne Gallagher-Reid
Apply Online: http://emblemhealth.com.contacthr.com/57903641

JOB DESCRIPTION:
Careers at EmblemHealth: For nine decades, EmblemHealth has been making quality health care accessible and affordable for New Yorkers, and helping to make life better in the communities we serve. Our employees are proud of that legacy and want to make health care better for everyone. Here we inspire success while helping employees build meaningful careers. We offer competitive health and welfare benefits, retirement benefits, and incentive pay plans. Join us for a rewarding experience.
VCC – 8/3/17

Skills & Knowledge:

  • Excellent communication and interpersonal skills
  • Excellent organizational skills
  • Demonstrated ability to use good judgment and logical reasoning

Qualifications:

  • Bachelor’s degree or the equivalent experience
  • 5+ years of previous experience  in workforce management and real time adherence
  • 5+ years of previous call center experience
  • 2+ years of experience with workforce software Avaya CMS, Genesys  and Impact 360 (Verint) or comparable workforce management application preferred
  • 5+ years of Supervisory experience
  • Proficient with Excel, PowerPoint & Visio
  • Proficiency with Cognos preferred
  • Previous experience with data analytics
  • Vendor Management experience
  • Previous experience with scheduling and forecasting – multiple skills and multiple sites
  • Workforce Management certification or COPC training is desirable

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, Emblemhealth may provide work visa sponsorship for certain positions.

Summary:
The primary focus of this position is to oversee the day to day activities of the workforce management staff, analyze trends and provide accurate forecasting and scheduling to best meet the demands of the entire customer service operation including phone and back office functions.. Develop reporting processes and create detailed presentations to fulfil Sr. Management requests. Communicate effectively with the telephone call outsource vendor to maximize resources and focus on cost containment.

Accountabilities:

  •  Responsible for development and management of direct reports to meet service level goals.
  • Responsible for the forecasting of workloads, forecasting resources required to effectively handle workloads, scheduling resources, managing real-time adjustments to resources and generation of reporting and analysis required to manage these processes efficiently.
  • Work with business leadership to coordinate processes to meet the operational and strategic needs of the business, to advise on potential opportunities or hazards that affect the business’ ability to meet strategic goals, and to solicit feedback that influences the operations of workforce management.
  • Review and approve a monthly summary from the workforce management team that details forecast-to-actual workload variance, the impacts, and determines if adjustments to future forecasts are necessary.
  • Produce and implement automation or procedural changes to increase productivity, accuracy, and improve workflow.
  • Interact with various internal operating groups like HR, IT, QA, and Training who play a critical role in the success of the operation.  Assist analysts with preparation of new reports, presentations, or survey information.
  • Perform other related duties and assignments as required.

JOB REQUIREMENTS:

Skills & Knowledge:

  • Excellent communication and interpersonal skills
  • Excellent organizational skills
  • Demonstrated ability to use good judgment and logical reasoning

Qualifications:

  • Bachelor’s degree or the equivalent experience
  • 5+ years of previous experience  in workforce management and real time adherence
  • 5+ years of previous call center experience
  • 2+ years of experience with workforce software Avaya CMS, Genesys  and Impact 360 (Verint) or comparable workforce management application preferred
  • 5+ years of Supervisory experience
  • Proficient with Excel, PowerPoint & Visio
  • Proficiency with Cognos preferred
  • Previous experience with data analytics
  • Vendor Management experience
  • Previous experience with scheduling and forecasting – multiple skills and multiple sites
  • Workforce Management certification or COPC training is desirable
    Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, Emblemhealth may provide work visa sponsorship for certain positions.

    We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

    To apply for this position, please copy and paste the following link into your browser address bar:
    http://emblemhealth.com.contacthr.com/57903641