Workforce Management Senior Lead
NationsBenefits is recognized as one of the fastest-growing companies in America and a Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, reduce costs, and bring value to their members.Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction.Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.We offer a fulfilling work environment that attracts top talent and encourages all associates to contribute to delivering premier service to internal and external customers alike.
Our goal is to transform the healthcare industry for the better! We provide career advancement opportunities from within the organization across multiple locations in the US, South America, and India.Job Overview: WFM Senior Lead will own key business WFM processes and deliverables, future state of this role will have direct reports as well. Position will work closely with WFM Team Members, as well the Member Experience team leaders and management in the efficiency and development of the Member Experience Advisors. Additionally will assist WFM Analysts, Operations Leaders, as well as training and recruiting teams with developing staff requirements, providing and monitoring staffing levels, short/long range forecasting/scheduling, as well as Intra-Day Management.
Primary Responsibilities:
Provide oversight to our 3 main WFM Pillars (Capacity Planning, Scheduling, Intra-Day).
- Responsible for developing and maintaining business processes.
- Provide process changes or/and improvements as needed.
- Develop and maintain both long and short range forecasts and staffing plans.
- Work with management to resolve schedule adherence issues.
- Optimize and create Agent schedules with up-to-date information, e.g., meal, break, and shift changes, technical problems, etc.
- Assist in the coordination and appropriate allocation and availability of staff in order to achieve optimum WFM goals.
- Maintain effective communication with other business units and support teams to remediate errors and assist with implementation of corrective actions related to non-compliance with policies.
- Maintain contact center specific abandon percentages by adjusting staff.
- Review and maintain PTO/VTO processes.
- Perform other duties as assigned by management relevant to the business demands, operational goals, and the means to meet and achieve both.
Skills and Experience Requirements:
- WFM leadership experience, must be comfortable leading a team to success.
- 10+ years experience working in capacity planning, scheduling, intra day independently with limited supervision.
- Advanced proficiency in Excel and complete command of Excel (creating spreadsheets, pivot tables, analysis tools, data visualization, graphs, charts, maps, etc.)
- WFM experience or equivalent Call Center call adherence KPI management required.
- 2+ years Contact Center experience required, preferably in the Health Care industry.
- Proficient in technologies related to contact center operations preferred (Genesys Cloud or similar WFM platform).
- Ability to work well under pressure, in a highly dynamic and fast-paced environment.
- Ability to work independently and capable of exercising excellent judgment to recognize and resolve staffing gaps related to agent non-adherence.
- Strong accuracy skills with attention to detail and meeting deadlines.
- Experience in managing multiple priorities independently and/or in a team environment to achieve goals.
- Excellent organizational, planning and time management skills.
- Experience and ability to communicate with all levels of management within an organization.
- Ability to take initiative, exercise good judgment and execute sound decisions when recognizing risk to workflow.
- Excellent research, analytical, and problem-solving skills.
- Engaging, compassionate, energetic, and enthusiastic attitude required.
- Excellent verbal and written communication skills.
NationsBenefits is an Equal Opportunity Employer.
