Workforce Manager
Job Posting for Workforce Manager at Enhance Health
Workforce Manager
Enhance Health is a rapidly growing Health Insurance Agency poised for explosive growth through the creation of meaningful insurance conversations. As a startup- your talents and vision can make a real impact on the company's future. You'll make tangible contributions to the success of our organization, which is already backed by one of the world's biggest private equity firms, and a team who's eager for your unique and valuable perspective.
The Workforce Management is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial.
Job Duties
- Customer Focus: must demonstrate competency in dealing with all levels of employees /management and building strong relationships with teams and all organizational customers.
- Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
- Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
- Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational skills.
- Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
- Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
- Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
- Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
- Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
- Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
Key Responsibilities:
- Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives.
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals/business objectives for a multi-site operation.
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
- Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
- Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
- Compares results to forecast and identify opportunities for improvement.
- Provide daily/intraday performance reports to leadership.
- Other related duties as assigned.
Experience:
- Complete understanding of overall operational activities including phone, email, chat, community and social media support
- Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
- Capacity Planning experience is preferred.
- Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.
- Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
- Experience with WFM software that includes real-time adherence preferred.
- Some college or degree is preferred.
Benefits
- Medical, Dental, and Vision Coverage Options
- Paid Time-Off
- 401(k) matching
- Advancement Opportunity
- Fun, Engaging Work Environment
- Holiday Pay
Working for Enhance Health
Enhance Health is a profitable, growing company with a positive, high-energy environment. Together, our dedicated teams are harnessing the power of technology and using it to simplify healthcare. Our work environment is fast-paced and challenging, but also extremely exciting. You’ll work with a team of passionate, engaged individuals. We offer excellent benefits and a competitive compensation package. For additional information, regarding our benefits and career information, please visit our website at https://enhancehealth.com/careers
Salary.com Estimation for Workforce Manager in Springs, FL
$86,488 to $105,852
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