What are the responsibilities and job description for the Service & Experience Workforce Planning Consultant position at Point32Health, Inc.?
Who We Are
Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.
Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.
We enjoy the important work we do every day in service to our members, partners, colleagues and communities. To learn more about who we are at Point32Health, click here.
Job Summary
The Workforce Planning Consultant tackles complex business challenges by analyzing workforce data and provides actionable insights. The individual leverages the Verint Workforce Management tool that is key to optimize resource allocation and support Member and Provider Services. This role collaborates with senior leaders, facilitating workgroups, and offering strategic recommendations to enhance operational performance and improve the overall member experience.
Key Responsibilities / Duties - what you will be doing
- Develops short- and long-term forecasts for various contact channels, including inbound calls, emails, faxes, chats, written correspondence, and back-office functions.
- Maintains staffing models to meet service level objectives and optimize resource allocation.
- Collaborates with IT Call Center Technology Operations to refine call routing, call flow, and IVR strategies.
- Adjust real-time workforce plans to ensure maximum resource utilization.
- Communicates staffing and training needs to ensure alignment with service goals.
- Manages the architecture of workforce management tools, including staff alignment, vacancy management, and system integrations.
- Provides actionable reporting and insights to guide leadership decisions on performance and resource utilization.
- Serves as the liaison to IT, offering 24 / 7 afterhours support during critical outages affecting service operations.
- Leads cross-functional teams and coordinate with external vendors to solve complex service and operational challenges.
- Uses data analysis to drive process improvements and make strategic recommendations.
- Builds strong partnerships with internal business units and leadership teams across Service and Operations.
- Supports the development of strategic objectives and tactical plans for the division.
- Other duties as needed to support team success.
Qualifications - what you need to perform the job
Certification and Licensure
Education
Experience
Skill Requirements
Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel) :
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.
Compensation & Total Rewards Overview
As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company's sole discretion, consistent with the law.
Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes :
Medical, dental and vision coverage
Retirement plans
Paid time off
Employer-paid life and disability insurance with additional buy-up coverage options
Tuition program
Well-being benefits
Full suite of benefits to support career development, individual & family health, and financial health
For more details on our total rewards programs, visit https : / / www.point32health.org / careers / benefits /
Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity
Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do-from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Scam Alert : Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact TA_operations@point32health.org
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