Supervisor Customer Service Workforce Analyst (Hybrid of Choice)
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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.
Inclusion and Belonging
At IBX, everyone can feel valued, supported, and comfortable to be themselves, and 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. Celebrating and embracing 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
IBX is an Equal Opportunity 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.