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Manager, Workforce Management (WFM)

Company: Devoted Health
Location: Waltham
Posted on: May 31, 2021

Job Description:

A bit about us:

We're on a mission to change healthcare - how it's paid for, delivered, experienced. We want to put people center stage, not process or profit. We are guided by a deep belief that every person on Medicare should be treated like we would treat a member of our own family: with loving care and a profound commitment to their health and well-being.

That's why we're gathering a whole bunch of smart, big-hearted people to create a new kind of healthcare company - one that combines compassion, health insurance, clinical care, and technology seamlessly.

"We want to partner with people we love for a cause we believe in. Life is short. Join us."

A bit more about this role:

The Manager of Workforce Management is responsible for forecasting, resource planning, scheduling, and monitoring for Devoted Health's contact center teams. The manager will be responsible for leading our WFM function, partnering with operational leaders and analysts to meet our goals for phone service levels, case turn-around times, and staff engagement. The manager will oversee a real-time analyst (and, we expect, a growing WFM team as we scale).

The WFM team will support several operational contact center-based functions at Devoted (Member Service, Telesales, Provider Service, Agent Support, Clinical Outreach, etc.) You will help us to optimize capacity planning and productivity for ~150 agents (with headcount growing rapidly) across a number of geographies, languages, and channels.

Fast turnaround times and nimble execution are key elements of how Devoted Health's operations create a differentiated member experience and adapt to evolving needs. Forecasting, capacity planning, scheduling, and real-time adjustments help us to deliver a responsive, world-class sales and service experience for our members, providers, and broker partners. You will work closely with our health plan operations leadership team to help us generate forecasts, create and adapt schedules, and balance off-queue activities.

Responsibilities will include:

  • Build our WFM program across main functions (Forecasting, Scheduling, Real-time Operations)
  • Partner with the broader operational leadership team to drive continuous optimization across WFM processes
  • Identify, collect, track and improve key performance metrics to manage and improve WFM performance
  • Manage analyst for real-time monitoring to make adjustments to staffing in phone queues, and coach on adherence to schedules
  • Achieve phone service level goals through high quality forecasting, scheduling and real time management
  • Develop high quality forecasts of contacts and run "what if" scenario models to inform near-term and long-term staffing plans
  • Monitor daily and intraday call volume, average handle time, shrinkage and other critical staffing metrics as measured against forecast & report out on trends and opportunity areas. Work with service leadership to reallocate resources as necessary.
  • Generate & evaluate scheduling for +80 guides across two time zones. Proactively identify staffing gaps and implement necessary scheduling adjustments
  • Oversee scheduling of daily/weekly off queue activities to minimize impact on SL (i.e. training, meetings, outbound campaigns, etc.)
  • Build reporting for daily/weekly/monthly summaries of events on service levels and overall performance
  • Report on agent-level KPIs to improve team productivity
  • Produce reporting on schedule adherence, productivity & other ad-hoc needs

Attributes to success:

  • The ability to work in a startup environment: which means being transparent in your work, what's going well, what's not
  • Ability to manage an operation to SLAs and productivity goals
  • Ability to adapt to change quickly and strong ability to problem solve
  • Strong analytic skills, including use of data to drive operational decisions
  • You can articulate and break down complex information
  • A super proactive "get it done" attitude- and the skills to back it up
  • Strong written and verbal communication skills, including data presentation
  • Strong attention to detail, organized and thorough
  • You help create environments of safety and joy for the teams you manage
  • Ability to coach and collaborate with team members to promote optimal use of time

Desired skills & experience:

  • 5+ years of workforce planning experience, including leadership of a WFM team or function
  • Comfortable using Google Suite to build reports, charts, graphs to conduct analysis and share performance data.
  • Experienced using WFM software platform to manage contact center operations (we use Calabrio/Teleopti)
  • Strong analytical and troubleshooting/problem solving skills
  • SQL skills a plus
  • Previous Healthcare experience a plus

If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you!

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted's Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Keywords: Devoted Health, Waltham , Manager, Workforce Management (WFM), Other , Waltham, Massachusetts

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