Strategic Workforce Manager for Contact Center Excellence

4 weeks ago

Hillsboro, United States Kaiser Permanente Full time

About Kaiser Permanente

Kaiser Permanente is a leading healthcare organization dedicated to delivering high-quality care and services to our members. We are committed to creating a diverse and inclusive workforce that reflects the communities we serve.

Job Summary

We are seeking a Strategic Workforce Manager to join our Contact Center team in Hillsboro, Oregon. As a key member of our workforce management team, you will be responsible for developing and implementing strategies to optimize our contact center operations, ensuring seamless customer experiences, and driving business growth.

Key Responsibilities

  • Develop and implement workforce management strategies to meet business objectives, including staffing, scheduling, and performance metrics.
  • Collaborate with cross-functional teams to identify process improvements, optimize workflows, and enhance customer experiences.
  • Analyze and interpret data to inform decision-making, drive business growth, and ensure compliance with labor regulations.
  • Provide training and development opportunities to contact center staff, promoting knowledge sharing, and skill enhancement.
  • Monitor and report on key performance indicators, including quality metrics, customer satisfaction, and operational efficiency.
  • Develop and maintain relationships with stakeholders, including leadership, employees, and external partners.

Requirements

  • Minimum three years of experience working with Workforce Management software, platforms, and/or tools.
  • Minimum three years of experience working with Excel functions, including VLOOKUP, pivot tables, and formulas.
  • Minimum three years of experience working with data analytics, business intelligence tools, and/or spreadsheet software.
  • Minimum five years of data analytics experience.
  • Minimum three years of experience in a leadership role with or without direct reports.
  • Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum six years of customer service or a directly related field OR Minimum seven years of experience in customer service or a directly related field.

Preferred Qualifications

  • Two years of experience working in an organization with union represented employees.
  • Bachelor's Degree in Health Information Management, Information Systems, Finance, Statistics, Healthcare Delivery, or a field with strong quantitative analysis background.

About the Role

This is a full-time position with a scheduled weekly hours of 40, working 5 days a week, Monday through Friday. The role involves travel up to 10% of the time and working from home as needed. We offer a competitive salary range of $96,900 to $125,400 per year, based on location and experience.

What We Offer

Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. We offer a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, and paid time off. We are committed to creating a workplace that is supportive, inclusive, and empowering for all employees.

How to Apply

If you are a motivated and strategic leader with a passion for workforce management, we encourage you to apply for this exciting opportunity. Please submit your interest and resume to join our team and contribute to our mission of delivering high-quality care and services to our members.

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