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 System?
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.
- Proposes new techniques and technologies to leverage best practices for service excellence.
- Partner with Client Services leadership to identify and resolve any challenges to ensure service levels are obtained.
- Works collaboratively with internal and external customers to recommend, develop, and implement strategic goals to drive improvements in Client Services.
- Provide oversight managing of outsourcing vendor relations for onboarding, maintaining, expanding and exiting of vendor relationships.
- Effectively provide support to leader for staff which includes recruitment, performance management, engagement, and employee development.
- Perform other related duties as assigned.
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.
- Working knowledge of workforce management tools (i.e. Genesys, Verint).
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.
- Ability to develop and implement recommendations and strategies, make independent judgments and effectively manage multiple responsibilities within two distinct operations.
- Excellent analytical and decision making skills.
- Ability to comprehend and suggest modification to technical computerized systems or other applications as they relate to call center operations.
- Strong human relations skills.
- Technical understanding of database oriented systems.
- Proficient with Excel and/or Access.
- Basic understanding of accounting principles.
- Organization: HAP (Health Alliance Plan)
- Department: Customer Service Admin
- Shift: Evening Job
- Union Code: Not Applicable
