Contact Center Specialist III, Workforce Management

Job Description

In addition to the responsibilities listed below, this position is responsible for maintaining key performance indicators (KPIs) in a contact center(s) and/or region(s) by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs; tracking adherence to schedules and escalating any net staffing gaps caused by absences or offline exceptions; reviewing and sharing metrics with team; monitoring and ensuring all policies and procedures are contractually compliant; collaborating with team  and stakeholders to address trends and incorporating into future forecasts; monitoring offline activities and allocating resources; identifying and reporting technical issues related to systems; participating in the maintenance of tools and implementation of solutions and supporting training efforts on software and procedures.

Essential Responsibilities            

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
• Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, independently; and tracking and resolving routine, non-routine, and/or escalated issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors) as well as following procedures to escalate issues requiring additional review to senior team members.
• Enables contact center operations by: leveraging comprehensive foundational knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and monitoring standard and nonstandard operational performance data and reports to identify areas for performance improvements.
• Contributes to the development of contact center operational insights by: analyzing basic operational data to provide contact center operations analysis insights; identifying operational improvements based on operations analysis results and learning best practices to apply solutions; and populating and interpreting standard operational reports and other analytical outputs for presentation to team members and leadership.
• Contributes to contact center service quality and effectiveness by: investigating standard and nonstandard service quality concerns submitted by members, internal KP staff, and any external agencies; and making recommendations and implementing strategies to remedy contact center quality concerns.”                                                                

Minimum Qualifications                             

• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum three (3) years of customer service or a directly related field OR Minimum four (4) years of experience in customer service or a directly related field.              

Additional Requirements

• Knowledge, Skills, and Abilities (KSAs): Stress Tolerance; Acts with Compassion; Time Management; Quality
• Assurance Process; Member Service; Data Entry; Relationship Building; Work Process Design; Computer Literacy; Microsoft Office
• Analytical Skills: Strong analytical and quantitative skills to analyze workforce data and develop accurate forecasts.
• Statistical Knowledge: Proficiency in statistical methods and predictive analytics.
• Technical Proficiency: Experience with workforce planning tools, HRIS, data analytics software, and spreadsheet applications.
• Communication Skills: Excellent verbal and written communication skills to present findings and recommendations effectively.
• Problem-Solving: Ability to identify problems and develop practical solutions.
• Attention to Detail: High level of attention to detail to ensure accuracy in data analysis and forecasting.
• Project Management: Strong project management skills to manage workforce planning initiatives and timelines.
• Business Acumen: Understanding of business operations, call center forecast with multiple vendors, financial principles, and strategic objectives.                                                                

Preferred Qualifications

• Two (2) years experience working with Excel.
• Two (2) years experience working with data analytics, business intelligence tools, and/or spreadsheet software (e.g.,
• Excel, Cognos, Tableau).
• Two (2) years data analytics experience.
• Associate’s Degree in Health Information Management, Information Systems, Finance, Statistics, Healthcare Delivery
• or a field with strong quantitative analysis background.
• One (1) year of experience in process improvement.
• One (1) year of experience in an operations management role.
• One (1) year of experience in quality management/improvement.
• One (1) year of experience in healthcare or another heavily regulated industry (e.g., banking).

Benefits

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.

Additional days off.