As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions?Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!
The Workforce Management team is part of the Conifer Command Center team.The team is responsible for Contact Center Administration and Operational support for the leveraged Contact Center technologies including Workforce Management (WFM). The Workforce Management Administrator is responsible for creating and updating call forecasting for all WFM enabled organizations.The Administrator is also responsible for creating, and implementing optimized agent schedules based on historical inbound/outbound data to ensure Operations has sufficient staffing in place so that goals are met. Collaborating with contact center managers, functional areas, and other members of the WFM team, you will interact with senior management across the organizations and focus on the important issues through advanced analytics, data modeling, and report production. You will be a key resource in identifying business optimization and tracking the performance of related initiatives.
It is also the responsibility of the Administrator to develop and augment WFM policies and procedures ensuring adherence to state regulations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned:
Manage and Administer the Workforce Management and Optimization solution software to create and optimize schedules based on historical inbound/outbound data and taking into account the use of part-time employees to increase operations efficiency and decrease the cost of collection.
Maintain day-of and 30-60-90 day forecasts and report forecast accuracy.
Provides ï¿½what-ifï¿½ analysis and recommendations to improve staffing levels and efficiency, to determine best skill mix and allocations
Actively monitor real-time adherence for agent availability, activity and call load balance to ensure service levels are met and schedulesare optimized
Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Responsible for constant analysis of individual departments WFM performance and the development of solutions to improve performance
Monitor attendance and schedule adherence.
Work closely with Operations to enforce schedule compliance and adherence
Collaborate with Call Center Operations leaders to schedule team meetings and training based on historical volumes to minimize abandonment rate and keep consistent service levels.
Proactively recommend scheduling changes as needed to meet call center objectives based on real-time observations.
Manage agents requested time off based on the needs of forecast and organization.
Manage agent level schedules and exception process across multiple teams and locations
Maintain system databases with accurate agent and client information.
System administration to optimize license usage.
Responsibilities also include maintaining training documents and holding periodic training sessions.
Provides analytical support for special projects.
Prepare and analyze daily / weekly / monthly metrics reports for distribution to the leadership team.
Generates and communicates off phone activity reports, staffing issues, performance measures and, call statistics
Serve as a primary point of contact for daily scheduling changes and shrinkage.
KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
2-5 years' experience with NICE IEX WFM or similar Workforce Management solutions, i.e. Verint Aspect eWFM Blue Pumpkin, etc.
Solid understanding of workforce management practices and software
Strong knowledge and comprehension of WFM metrics, KPI's with the ability to educate and coach Call Center leadership in the understanding and application of those metrics including best practices to improve
Knowledge of Contact Center Solution Software such as inContact, Aspect, Five9, Noble etc., is a strong plus
Strong communication skills required including the ability to interact with all levels of leadership
Ensures that all reports originating from the department are accurate, timely and reliable
Exceptional reporting skills including: MS Excel including macros, VLOOKUP & pivot tables; MS Access, MS Word and PowerPoint
Highly motivated with demonstrated ability to take initiative, set priorities and provide guidance and direction to cross-functional teams
Strong desire to work a consistent improvement model to champion change and Call Center excellence
Ability to be highly organized with an emphasis on accuracy and timeliness
Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time
Must be able to identify root causes to problems and develop measurable solutions to eliminate re-occurrence
EDUCATION / EXPERIENCE
Include minimum education, technical training, and/or experience required to perform the job.
High School Diploma
Bachelor's degree or equivalent industry experience
Previous experience in WFM solutions for collections and customer service organizations
3-5 years' experience and excellent working knowledge of Call/Contact Center solutions
2-3 years of extensive experience and successful improvements in all aspects of WFM operations, metrics and technologies
Prior experience migrating users from existing WFM solutions to new platforms is a strong plus
Prior experience in forecasting and scheduling for back-office, non-phone related activity is a strong plus
Previous experience in developing and maintaining Policy and Procedure documentation is a plus
Ability to sit at a multi-computer terminal for extended periods
Ability to work occasional evenings and weekends to meet deadlines
Call Center environment with access to multiple workstations to monitor Call Center performance
Job: Conifer Health Solutions
Primary Location: Frisco, Texas
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Internal Number: 2005010372
About Conifer Health Solutions
“Tenet Healthcare Corporation is a diversified healthcare services company with 115,000 employees united around a common mission: to help people live happier, healthier lives. Through its subsidiaries, partnerships and joint ventures, including United Surgical Partners International, the Company operates general acute care and specialty hospitals, ambulatory surgery centers, urgent care centers and other outpatient facilities. Tenet's Conifer Health Solutions subsidiary provides technology-enabled performance improvement and health management solutions to hospitals, health systems, integrated delivery networks, physician groups, self-insured organizations and health plans.