Supervisor Customer Service Workforce Analyst (Hybrid of Choice)
Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.
At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
The Workforce Management (WFM) Supervisor duties include leading a team that is responsible for planning and generating quality volume and handling time forecasts that enable the team to create optimized work schedules for a staff of more than 500 full time associates and vendor resources. The WFM Supervisor is also responsible for generating detailed analytics and presentations for all volume and call center metric data. Establishes effective relationships with internal and external partners including Finance, Telecom and other business contacts, as well as operational leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.
Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to a long-term capacity and staffing plans, as well as short-term forecasts and optimal agent schedules support multi-department contact center operations.
Key Responsibilities also includes:
- Generate long term capacity plans (18-24 month view) for multi-department call center.
- Responsible to generate data and PowerPoint decks for executive level presentations.
- Provide staffing recommendations by business area, working closely with business area managers and training coordinators to ensure requirements are met to meet service standards, based on analysis.
- Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.
- Provide team with regular coaching and feedback and provide monthly scorecard to reporting associates.
- Ensures delivery of key metrics, training requirements and performance metrics through optimization of resources, identifying and implementing process improvement and leveraging automation/technology.
- Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy-to-understand actionable recommendations through a consulting mind set.
- Perform continual, meaningful analysis of current performance (noting recent historical trends) and communicate results with Operations teams to improve and achieve service level goals / business objectives for a multi-site operation.
- Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing “what -if” models and provides recommendations based on analysis.
- Responsible to generate data presentations for senior executive level decks
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Special Skills and Qualifications.:
- Advanced level of proficiency in Microsoft Office skills, including Word, Access, Outlook, OneNote, Excel and PowerPoint. Must be able to perform any level of data-handling and presentation tasks as required.
- Excel – Creating tables, work with Pivot tables, Pivot charts, group data, functions, data validation, Gantt charts and timelines.
- PowerPoint – create presentations, formatting templates, interactive slideshows, inserting/embedding/linking media and data, insert hyperlinks, embedding and linking video)
- Ability to extract and transform large amounts of data into scalable reports, producing meaningful presentations and easy to comprehend data visualizations.
- Bachelor's degree plus five (5) years related call center workforce management experience. In lieu of degree, High School/ GED plus ten (10) years call center workforce management experience. Proficient with phone system reporting and scheduling tools (Avaya, CMS, Verint, Nice, IEX, Cisco).
- Preferred Skills, Knowledge or Qualifications Five plus years of experience leading highly-motivated, high-performing workforce management teams.
- Five plus years of experience with forecasting, capacity planning and real-time workforce management.
- Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement. Strong quantitative/analytical skills.
- Excellent interpersonal, written, verbal and listening skills. Absolute team player who consistently demonstrates respect, inclusion and an open mind.
- Proven ability to coach to, and drive for, results and provide strategic value.
- Able to promote change by influencing and guiding others in a positive manner. Strong project management skillS.
Independence has implemented a “Hybrid of Choice” model which provides our associates with the flexibility to choose whether to work remotely, work in the office every day, or work in the office on certain days at their discretion. However, management may require our associates to work from Independence’s physical office locations on certain occasions. This role is designated as a role that fits into the “Hybrid of Choice” model. While associates may work remotely, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.
Diversity, Equity, and Inclusion
At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.