Contact Center, Workforce Management Manager

Description:
In addition to the responsibilities listed below, this position is responsible for maintaining key performance indicators (KPIs) in a complex contact center(s) and/or region(s) by establishing performance goals and providing training and development for staff; interpreting and analyzing staff performance data to inform decisions and establish KPIs; collaborating with other management level peers to develop performance tracking methods; monitoring the volume of contacts and staffing requirements and adjusting to meet KPIs; tracking adherence to schedules and identifying any net staffing gaps caused by absences or offline exceptions and making recommendations to close gaps; analyzing, approving, and/or investigating time-off requests and escalations; monitoring and ensuring all policies and procedures are contractually compliant; collaborating with stakeholders and leaders to address trends and incorporating into future forecasts; overseeing offline activities and allocating resources; identifying and resolving complex technical issues related to systems; conducting root cause analysis of metric failures, maintaining tools, and planning solutions to drive process improvements; collaborating with leaders to identify and implement process improvements; and creating training materials, organizing training initiatives, and/or performing training for software and procedures.

• Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.


• Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.


• Supports contact center services by: implementing policies and procedures within a contact center to ensure team members are able to consistently support customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources, answering questions, making appointments, or directing them to the appropriate party or resource with a high level of service quality; and managing the tracking and resolution of a wide range of complex issues reported by customers across segments (e.g., internal stakeholders, members, patients, providers, doctors), across teams.


• Enables contact center operations by: utilizing knowledge of labor environment regulations and requirements, labor contracts, and performance and operations metrics to support the development and improvement of standards, guidelines, and/or policies and disseminating updates across teams; and providing appropriate time and oversight for operational performance data, reports, and recommendations aimed at increasing operational performance and/or technology usage.


• Contributes to the development of contact center operational insights by: reviewing and providing recommendations on the analyses of contact center operational data, across teams; reviewing and integrating recommendations for improving operational efficiency, across teams; and reviewing and presenting complex operational reports, trend analyses, and other analytical outputs of a contact center to leadership as well as reviewing and making recommendations to budgetary impacts (e.g., payroll, overtime, hiring).


• Contributes to contact center service quality and effectiveness by: reviewing and providing recommendations on analyses of complex quality data and trends and partnering with leadership to improve quality; and guiding remediation efforts in response to quality concerns and communicating recommendations for mitigation to leadership.