Workforce Manager
Neighborhood Health Plan (NHP) - Boston, MA

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Summary:

Neighborhood Health Plan (NHP), located in Boston, is currently seeking an experienced, highly skilled Workforce Manager . The Workforce Manager analyzes the day-to-day operations of the Customer Service Center (CSC) by developing, supporting, communicating and continually refining the management processes required to optimally allocate resources across the CSC.

Primary Responsibilities:
  • Serves as the Inbound/Outbound customer contact forecasting staff level needs. This includes managing shift schedules and making recommendations based on forecasts.
  • Monitors real-time CSC service level attainment and adherence management.
  • Delivers actionable key performance indicator information (daily, weekly, monthly) that is used to optimize the CSC department’s performance.
  • Provides capacity planning read outs for the service center on a regular basis – accountable for managing the tracking of headcount, new hire training schedules, floor start dates, etc.
  • Makes real-time recommendations for call routing based on data analysis
  • Identifies and reports process issue that impact customers for operational improvements.
  • Identifies and reports operational issues impacting customer service delivery.
  • Delivers historical performance reports and communications.
  • Delivers actionable information to the business that allows it to enhance its service delivery.
  • Reports on departmental cost per contact financial goals and analyzing root cause for variance.
  • Provides data for performance scorecards at each required reporting level.
  • Anticipates and meets, or exceeds, internal and/or external customer expectations and requirements; establishes and maintains effective relationships with customers and gains their trust and respect.

Preferred Qualifications:
  • Bachelor’s Degree or the equivalent combination of training and experience.
  • 5 years of related experience with at least 2 years’ demonstrated expertise in capacity planning and management.
  • Direct experience using contact center technologies such as CTI, IVR, OpenScape and Work Force Scheduling software is required.
  • Demonstrated use and proficiency with MS Office products such as Excel, Access,SQL or other information analysis tools.
  • Demonstrated process and people interaction skills with the ability to recognize interdepartmental relationships and dependencies.
  • Effective communication skills with the ability to focus and clarify concepts.
  • Strong adaptation to a variety of technical and computer concepts; excellent analytical skills.
  • Demonstrated problem solving and decision making abilities. Ability to manage several competing priorities simultaneously and deliver on internal customer promises.
  • Understands the importance of maintaining the physical and technical security and privacy of protected health information (PHI).
  • Accountable for delivering high quality work
  • Respects the talent and unique contribution of every individual, culture and ethnic group and treats all people in a fair and equitable manner.
NHP offers competitive salaries and an excellent flexible benefits package that includes medical, dental and vision insurance, generous earned time, commuter benefit, and a 401(k) employer contributed retirement program.

NHP’s mission targets a diverse population and our employees are just as diverse. As an equal o pportunity employer, NHP recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives, and backgrounds.

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