Manager Workforce Strategy at Geisinger Health System in Pittston, PA
Job Summary Provides strategic oversight of the Health Plan contact center technology, workforce management and vendor management activities. The main duties will be to direct technology initiatives, maximize technology effectiveness, lead the workforce management team to ensure real time/future needs are met, oversee call center reporting and manage all 3rd party vendor relationships. This role with collaborate with leadership and other internal stakeholders to ensure goals and objectives are met. Job Duties Evaluates and directs technology initiatives and maximizes existing technology within the Call Center. Develops and implements effective/strategic business solutions through research and analysis of data and business processes;Plans, evaluates, selects, tests, implements, maintains, and leverages Contact Center and related technologies. Develops and manages technical relationships with Voice Services, call center systems suppliers/vendors and managed service partners. Manages and analyzes outsourced call center performance (compliance, cost, quality, productivity) and identifies trends, issues, concerns, and successes. Oversees customer service vendor operations in support of handling multiple call types and customer inquiries. Develops, implements and maintains policies and procedures related to customer service delivery by vendor partners. Ensure that vendor operations are compliant with business rules and regulatory requirements (including state and federal rules). Leads implementation of strategic planning and transformation projects. Drive recommendations on efficiency improvements, adjustments to planning metrics, staff movement, and workload balancing Monitors applicable industry trendsand emerging solutions to drive continuous improvement opportunities. Hires, trains, coaches, counsels, and evaluates performance of team. Implements and regularly updates an end-to-end workforce planning process, including design, plan, and deployment of the workforce strategy with relevant tools and frameworks. Drives and develops forecast methodologies, processes and routines for workforce planning while ensuringeffectiveness and accuracy of the forecast model;Through advanced techniques, ensures proper staffing levels to meet contractual obligations and established metrics Coordinates all reporting relatedto workforce management and call center performance; Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support. Oversees data analysis, monitoring, benchmarking and targets to effectively manage inbound/outbound call inquiries and meet organizational targets. Create and oversee the customer experience road map, own implementation, and improvement of tools; maintain constant analysis of reporting mechanisms. Partner with Leadership to define and document service delivery processes, standards, and inter-departmental standard operating procedures. Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job. Education Bachelor's Degree- (Required) Experience Minimum of 5 years-Related work experience (Required), Minimum of 3 years-Managing people, processes, or projects (Required) Skills Leadership; Customer Service Skills; Communication Skills; Computer Systems; Advanced Computer Skills; Acts Decisively; Organizational Skills Our Purpose & Values Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS:
We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE:
We treasure colleagues who humbly strive for excellence. LEARNING:
We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION:
We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY:
We provide a safe environment for our patients and members and the Geisinger family.
Salary Range:
$100K -- $150K
Minimum Qualification
HR Management, HR Compensation & BenefitsEstimated Salary: $20 to $28 per hour based on qualifications.
We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE:
We treasure colleagues who humbly strive for excellence. LEARNING:
We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION:
We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY:
We provide a safe environment for our patients and members and the Geisinger family.
Salary Range:
$100K -- $150K
Minimum Qualification
HR Management, HR Compensation & BenefitsEstimated Salary: $20 to $28 per hour based on qualifications.
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