What are the responsibilities and job description for the Senior Call Center Workforce Analysis Project Coordinator/Afternoons (Hybrid - Troy, MI) - Health Alliance Plan position at Henry Ford Health - Careers?
This position will require the availability to work afternoons on a regular basis as well as weekends during annual enrollment period which is October through March.
General Summary:
The Senior Project Coordinator Command Center is responsible for workforce management of the Client Services department, which includes scheduling, reporting, and forecasting to ensure effective operations of the call center. Lead and provide strategic planning and development based on Client Services metrics for call volume, staff levels, and technology needs.
Principal Duties and Responsibilities:
- Oversees forecasting and planning metrics in order to support Client Services and ensure adequate staffing levels necessary to maintain member satisfaction.
- Develop staffing schedules that support the forecasted workload and enables Client Services to meet service level objectives, quality objectives and employee paid time off entitlements.
- Provide strategic planning that will drive improvements in Client Services performance.
- Effectively provide support to leader for staff which includes recruitment, performance management, engagement, and employee development.
Education Required:
- Bachelor's Degree in Health Care, Business or a related field; or six (6) years of related work experience.
Experience Required:
- Minimum of five (5) years’ experience in a health care or insurance environment.
- Minimum of three (3) years of customer service experience in call center environment overseeing workforce management.
- Minimum of one (1) year of experience in project management of corporate-wide projects and initiatives of a highly complex nature.
Preferred:
- Accounting and/or Statistic Background.
Skills and Abilities:
- Strong organizational and communication skills, both verbal and written and the ability to express ideas logically and persuasively.
- Excellent analytical and decision making skills.
Additional Information
