Strategic Workforce Optimization Consultant

1 week ago


Canton, Ohio, United States Point32Health Full time

About Point32Health

Point32Health is a leading healthcare organization dedicated to delivering personalized and innovative health solutions to our communities. We strive to create an ever-better experience for everyone in our care, leveraging our expertise and heritage to help people find their version of healthier living.

Career Opportunity

We are seeking a highly skilled Strategic Workforce Optimization Consultant to join our team. This key role will be responsible for analyzing workforce data, providing actionable insights, and optimizing resource allocation to drive operational performance and improve the member experience.

Key Responsibilities:

  • Workforce Planning: Develop short- and long-term forecasts for various contact channels, including inbound calls, emails, faxes, chats, written correspondence, and back-office functions.
  • Staffing Models: Maintain staffing models to meet service level objectives and optimize resource allocation.
  • Collaboration: Collaborate with IT Call Center Technology Operations to refine call routing, call flow, and IVR strategies.
  • Real-time Adjustments: Adjust real-time workforce plans to ensure maximum resource utilization.
  • Communication: Communicate staffing and training needs to ensure alignment with service goals.
  • System Management: Manage the architecture of workforce management tools, including staff alignment, vacancy management, and system integrations.
  • Reporting and Insights: Provide actionable reporting and insights to guide leadership decisions on performance and resource utilization.
  • Liaison: Serve as the liaison to IT, offering 24/7 after-hours support during critical outages affecting service operations.
  • Team Leadership: Lead cross-functional teams and coordinate with external vendors to solve complex service and operational challenges.
  • Data Analysis: Use data analysis to drive process improvements and make strategic recommendations.
  • Partnerships: Build strong partnerships with internal business units and leadership teams across Service and Operations.
  • Tactical Plans: Support the development of strategic objectives and tactical plans for the division.

Qualifications:

  • Education: Bachelor's degree in business, healthcare, or a related field (or equivalent experience).
  • Experience: 5-7 years of experience in Workforce Management, including experience with Workforce Management technology. Strong initiative and a self-starter mindset with the ability to work independently. Ability to analyze complex data and translate insights into actionable recommendations.

Compensation and Benefits:

The estimated annual salary for this position is $95,000-$120,000, depending on experience and qualifications. Point32Health offers a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) matching, and opportunities for professional growth and development.

Diversity, Equity, and Inclusion:

Point32Health is committed to making diversity, equity, and inclusion part of everything we do. We welcome applicants from diverse backgrounds and are an equal opportunity employer. We believe that a workplace that values diversity, equity, and inclusion fosters creativity, innovation, and teamwork.



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