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Workforce Management Call Center Supervisor


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Location: Minneapolis MN

Company Name: HealthPartners

Occupational Category: 11-9199.00,Managers, All Other

Date Posted: 2020-02-09

Valid Through: 2020-03-10

Employment Type: FULL_TIME

Description:

Workforce Management Call Center Supervisor
+ Job ID:
53832
+ Department:
Call Center Admin
+ City:
Bloomington, MN
+ Location:
HP - Bloomington 8170 Office Bldg
+ Position Type:
Full-Time
+ Anticipated Work Schedule:
Monday through Friday; normal business hours.
+ Hrs/Pay Period:
80

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Job Description:
We currently have an exciting opportunity for a Workforce Management Call Center Supervisor position with our Contact Center Operations department. The Workforce Management Call Center Supervisor provides leadership, direction, organization, development and support to the Workforce Management team. This key role will be responsible for forecasting, monitoring and analyzing our workforce needs & requirements to meet the service standards for three (3) contact centers - Appointment Center, CareLine, and RideCare. This position will work closely with the Workforce Management Scheduling Analysts, Human Resources, Recruiters and the Contact Center Operations Leadership team to implement workforce staffing & scheduling strategies which address both staff retention and workforce management goals. The Workforce Management Call Center Supervisor also functions as a member of the Call Center Leadership Team and will partner with the leadership team to understand how business strategies may impact workforce needs such as volume forecast, workload assumptions and staffing requirements. In addition the Workforce Management Call Center Supervisor supports the RideCare, CareLine and Appointment Center departments with reporting, data analysis, systems administration, telecommunications and business continuity planning responsibilities.
At HealthPartners, you'll find a culture where we live our values of excellence, compassion, integrity and most importantly, partnership. By working together, we will improve health and well-being, create exceptional experiences for those we serve and make care and coverage more affordable.
Accountabilities: Responsible for the supervision of Workforce Management staff, including the authority to hire, transfer, lay off, promote, discipline and discharge, train, reward and review performance of employees. Ensures compliance to organizational and departmental policies and procedures. Creates, collaborates, analyzes and maintains long-term capacity plans and provides accurate workload predictions for annual budgeting and planning. Creates, analyzes, and maintains contact volume forecast and workload events (phone, digital and off-phone). Creates staffing requirements and plans based on seasonality, historical trends, and new business strategies. Incorporates system enhancements and staffing model changes into forecasting process. Defines the confidence level of these estimates in order to apply the most efficient staffing and scheduling strategy. Regularly monitors staffing, volume, productivity, and service levels to optimize staffing while maintaining service level standards. Learn, understand, navigate, interpret and apply union contract language as it relates to staffing & scheduling. Regularly facilitates reviews of the staff plan with Call Center Leadership to review assumptions, provide options, recommendations and drive operational staffing and scheduling decisions. Maintain comprehensive knowledge of telecommunications systems and products which will support the operations of the Center and provide responsive, seamless and timely service to members and patients. Creates, analyzes and maintains department reporting. Facilitates daily, weekly, and monthly reporting of resource management results, including scheduling accuracy, capacity/utilization reports, service level standards, and variable cost performance reports. Compares actual results to forecasted, identifies opportunities for improvement, and works collaboratively with operations team and leadership on solutions. Identifies and researches problems, implements or recommends solutions depending on the scope of the problem. Investigates administrative problems and/or procedure discrepancies by designing and analyzing system reports. Monitors production standards and modify based on system enhancements and/or new procedures. Identifies appropriate service and business performance measures and analyze data related to the performance measures utilizing internal and external benchmarking. Creates and supports action plans to address areas not meeting expected targets. Partners with Operational leaders to identify opportunities for training and coaching which support workforce management and service goals. Maintains and supports workforce management tools. Regularly updates staffing model/workforce scheduling software to improve the accuracy of volume forecasts and staffing needs. Participates in the evaluation and implementation of new workforce management tools as needed. Performs other special assignments, as requested.
Required Qualifications: BA/BS Degree in Business, Mathematics, Analytics, Economics, Statistics, or related field or six (6) years of related experience Three (3) years of experience in a call center or operations setting. Minimum of two (2) years supervisory experience in a call center or operations setting. Excellent verbal & written communication skills to various levels of leadership and staff Advanced problem-solving and analytical skills, ability to work independently to analyze and make workforce recommendations to leadership. Highly proficient in Microsoft Excel for analysis and reporting (data tables, pivot tables, etc.) High level attention to detail and customer service. Exceptional organizational & planning skills. Demonstrate a good interpersonal and team collaboration skills.
Preferred Qualifications: BA/BS Degree in Business, Mathematics, Analytics, Economics, Statistics, or related field or six (6) years of related experience Three (3) years of experience in a call center or operations setting. Minimum of two (2) years supervisory experience in a call center or operations setting. Excellent verbal & written communication skills to various levels of leadership and staff Advanced problem-solving and analytical skills, ability to work independently to analyze and make workforce recommendations to leadership. Highly proficient in Microsoft Excel for analysis and reporting (data tables, pivot tables, etc.) High level attention to detail and customer service. Exceptional organizational & planning skills. Demonstrate a good interpersonal and team collaboration skills.
HealthPartners is recognized nationally for providing outstanding care and experience for patients and members. We offer an excellent salary and benefits package. For more information and to apply go to www.healthpartners.com/careers and search for Job ID #53832

Additional Information:

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class