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Manager Workforce Management- Contact Center

AmeriHealth Caritas Health Plan
AmeriHealth Caritas Health Plan Salary
Philadelphia, PA Full Time
POSTED ON 1/16/2025
AVAILABLE BEFORE 4/14/2025

Your career starts now. We're looking for the next generation of health care leaders.

At AmeriHealth Caritas, we're passionate about helping people get care, stay well and build healthy communities. As one of the nation's leaders in health care solutions, we offer our associates the opportunity to impact the lives of millions of people through our national footprint of products, services and award-winning programs. AmeriHealth Caritas is seeking talented, passionate individuals to join our team. Together we can build healthier communities. If you want to make a difference, we'd like to hear from you.

Headquartered in Newtown Square, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience. We deliver comprehensive, outcomes-driven care to those who need it most. We offer integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services.

Discover more about us at www.amerihealthcaritas.com.

Responsibilities :

Will be responsible for all Workforce Management (WFM) related functions for Service Operations and Medical Management.

The back office operations support includes implementing WFM tools, forecasting workload, scheduling resources, develop workforce strategies to enable the business to meet its financial, customer, and employee targets. Will oversee daily activities related to the staffing schedule of a back office to maximize the forecasted and real-time utilization of resources; analyze and recommend part / full-time and flexible schedules for Operations associates.

  • Responsible for recommending headcount increases and decreases, determining and communicating work schedules and resources for various workload queues.
  • Will work with Operation leaders to ensure adequate staff and coverage by interval and develop contingency plans during peak demand, system problems, or disasters.
  • Will participate in post-mortem analysis of problems and provide input for future process improvements.
  • Oversees persons responsible for support of the process and technical direction of the customer service applications to enable Service Operations and other customer service functions to achieve their goals.
  • Performs all necessary supervisory functions (i.e., goal setting, performance evaluations) to effectively and efficiently manage staff associates.

Education / Experience :

  • 5 years experience in Workforce Management.
  • Bachelor's Degree or 5 years equivalent work experience.
  • Experience creating and analyzing strategic forecasting, capacity planning, budgeting, and staffing models in a multi-site operations environment.
  • Proficiency in developing statistical models, statistics, and queuing theory.
  • Excellent PC skills, including a thorough knowledge of spreadsheet and database systems.
  • Must be "forward thinking" with the ability to direct and motivate strategic changes.
  • Management / planning skills to matrix manage staff and complete projects within established time frames.
  • Experience with workforce management tools (i.e., Verint).
  • Ability to transfer knowledge and learning related to job functions; ability to develop and present recommendations to senior management.
  • Ability to operate in a rapidly changing environment with a sense of urgency and to develop and deploy changes to positively impact service delivery.
  • Diversity, Equity, and Inclusion

    At Amerihealth Caritas, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.

    We keep our associates happy so they can focus on keeping our members healthy.

    Our Comprehensive Benefits Package

    Flexible work solutions including remote options, hybrid work schedules, Competitive pay, Paid time off including holidays and volunteer events, Health insurance coverage for you and your dependents on Day 1, 401(k) Tuition reimbursement and more.

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