The position involves developing and deploying workforce management strategies nationwide. The role requires partnering with leaders to strategically identify business needs and propose solutions that align with the needs of members and providers. The candidate must have contact center experience with in-depth Workforce Management expertise, particularly in planning efforts. The primary goal is to ensure that the right number of skilled resources are available at the right time to handle the workload effectively. The role also involves identifying gaps in coverage and proposing solutions for optimal outcomes. Attention to detail and data integrity are critical for success, along with the ability to work well under pressure and multitask. Responsibilities include correlation reporting, financial modeling for business cases and budgetary impacts, and facilities capacity planning. The candidate will need to collect and analyze data from various sources, create data models, maintain headcount requirements, predict work volume, and measure performance against key metrics. Additionally, the role requires supporting compliance regulations and preparing communication plans with leadership regarding changes in call drivers and staffing models.
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Industry
Insurance Carriers and Related Activities
Education Level
Bachelor's degree