Sr. Workforce Management Specialist – Syracuse, NY – EmblemHealth Services

Sr. Workforce Management Specialist – Syracuse, NY – EmblemHealth Services

Posted On: 10-02-2017
Position Title: Sr. Workforce Management Specialist
Job Location: Syracuse, NY
Company: EmblemHealth Services
Contact: Suzanne Gallagher-Reid
Apply Online: http://emblemhealth.com.contacthr.com/57903685

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 Approved 9/12/17

  • Bachelor’s degree in either a business or computer science discipline required.  Additional years of experience and technical knowledge may be considered in lieu of degree requirement.
  • Minimum 3 – 5 years related experience including previous experience in a multi-site, virtual contact center operation required.
  • Advanced knowledge of forecasting and scheduling software (Witness 360 or a similar system), Microsoft PC Applications, AVAYA and Genesys Technologies hardware and software applications, and exposure to ancillary telecommunications technologies that are useful in the operation of a high volume call center required.
  • Analytical and technical ability is required to review and analyze statistics, identify issues and trends, and recommend solutions required.
  • Oral and written communication skills sufficient to create or revise relevant policies and facilitate dissemination required.
  • Excellent organization and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers required.
  • Proficiency in Microsoft Applications is required.
  • Ability to prioritize a heavy workload in a dynamic, fast paced environment required.

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 capture and analyze contact volume trends and provide scheduling to best meet the business demands covering the Customer Service Enterprise.  This is accomplished through evaluating both recent and historical contact volume reports and utilizing the Verint platform to execute and publish scheduling and forecasting.

Accountabilities:

  • Forecasts short and long term call volume for the Contact Center and back office functions and executes staffing strategies to ensure service levels are met.  Gathers information on mailing schedules, advertising, or other events which may impact contact center volume for forecasting purposes.
  • Analyzes potential Enterprise performance using various scenarios on staffing, volume, inventory and shrinkage.  Identifies potential areas of improvement.
  • Identifies and recommends staffing requirements and implements schedule changes or cross training required to meet traffic demands by using forecasting techniques and tools.
  • Identifies call center and back office volume trends and averages on a daily, weekly, monthly basis.  Reviews IVR technology and routing plans to assure best possible call handling strategies are employed.  Maintains skill assignments and update profiles as necessary.
  • Creates / Reviews schedules to include including training, meetings, and miscellaneous events that could affect service levels.
  • Participates in the development and communication of the call center  and back office disaster recovery strategy.
  • Works in conjunction with the Call Center and back office Management team to run the daily operation coordinating necessary changes to the operation on the fly.
  • Monitors and tracks real time queue activity to ensure that the Service level goals and SLAs are met, and works with management to ensure that the agents are adhering to departmental schedules by providing appropriate Adherence Reports. Achieve SLAs.

Analyzes and closely monitors the implementation of newly created or changed call routing strategies and the impacts to the business.

JOB REQUIREMENTS:

  • Bachelor’s degree in either a business or computer science discipline required.  Additional years of experience and technical knowledge may be considered in lieu of degree requirement.
  • Minimum 3 – 5 years related experience including previous experience in a multi-site, virtual contact center operation required.
  • Advanced knowledge of forecasting and scheduling software (Witness 360 or a similar system), Microsoft PC Applications, AVAYA and Genesys Technologies hardware and software applications, and exposure to ancillary telecommunications technologies that are useful in the operation of a high volume call center required.
  • Analytical and technical ability is required to review and analyze statistics, identify issues and trends, and recommend solutions required.
  • Oral and written communication skills sufficient to create or revise relevant policies and facilitate dissemination required.
  • Excellent organization and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers required.
  • Proficiency in Microsoft Applications is required.

Ability to prioritize a heavy workload in a dynamic, fast paced environment required.

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/57903685