Director of Call Center Operations

4 days ago

Northampton, Pennsylvania, United States Meridian Full time
Job Title: Director, Call Center Workforce Management

At Meridian, we are seeking a highly skilled and experienced Director, Call Center Workforce Management to join our team. As a key member of our leadership team, you will be responsible for designing and implementing business metrics and analytics to support our workforce management goals and objectives.

About the Role:

The Director, Call Center Workforce Management will provide leadership and direction to ensure group results in designing and implementing in-depth business metrics and analytics to support goals and objectives for workforce management. You will lead a team to collaborate with stakeholders, providing valued consultative advice and analytic support to advance growth and profitability initiatives and deliver meaningful business results.

Key Responsibilities:
  • Responsible for managing call center resource planning and scheduling for all Contact Centers.
  • Maintains knowledge on current and emerging developments/trends, assesses the impact, and collaborates with management to incorporate new trends and developments in current and future solutions.
  • Responsible for working with Contact Center Management, IT and Telecom staff to optimize efficiency and customer satisfaction.
  • Responsible for long/ short term forecasting by ensuring that the Forecasting Specialists utilize their scheduling process and tools.
  • Participates in strategic business planning as it pertains to forecasting and planning.
  • Partners with the management team to share responsibility for meeting service level and response time objectives across all contact channels.
  • Manage the process of updating, tracking and trending call data through the daily workforce management system.
  • Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives.
  • Directs and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards.
  • Ensures that all departmental reports and deliverables are met. Establishes and implements priorities, performance goals and objectives to ensure group results.
  • Directs and provides leadership to continually improve the capability and results.
  • Directs a team in the development, implementation, and evolution of metrics & analytics to support changing business needs & objectives and achieve desired results.
  • In a matrix environment, leads collaboration with various stakeholders to translate analytics into actionable market-facing tactics to support business objectives.
  • Ensures team champions analytics and educates the business to drive adoption and usage of data analytics to further business insights.
  • Manages the Intraday desk by monitoring real-time queue performance and providing ad-hoc reporting. Manages the process of optimization of agent resources to meet required metrics pertaining to staff productivity and member service expectations.
  • Directs team to identify, analyze, and interpret current & emerging complex developments/trends, assess impact, and effectively present information to management to incorporate trends/developments in current & future strategies.
  • Collaborates with IT & functional leadership to evaluate current state of data; leads the development of plans to improve data management and resolve technical challenges impeding data availability, quality, metric consistency, and credibility.
  • Develops & implements a business analytic framework ensuring alignment to business objectives and inclusion of forward-looking metrics and insights.
  • Directs the creation of dashboards & scorecards utilizing existing and newly developed metrics and performance monitoring systems to provide management with quantifiable gauges of business results and impact of plans and tactical initiatives.
  • Oversee, maintain, and update the workforce management tool with statistical data (i.e., volume distribution, call handle time distribution, abandonment rates, forecasting and scheduling scenarios) to ensure accurate forecasts and administer individual access rights.
  • Serve as the workforce management subject matter expert for other departments, internal customers and workforce management team members. Assist with training of team members on Workforce Management policies and procedures.
  • Work with department Directors to ensure Servicing Agents are appropriately supervised and provided guidance, training, support related to call taking procedures, departmental goals and expectations and are providing a consistent Service experience.
  • Use department systems such as Genesys, Sales Force, HRP, Member Relations applications, Optimizer, interaction reporter and customer survey feedback as primary source of quality content measures.
  • Partners with IT and senior management to develop data governance models and data warehouse assets.
  • Develop, review, analyze and interpret departmental statistical and performance reports to ensure that employees are performing at optimum levels. Utilize reporting as a tool to work with department management on performance enhancement strategies. Perform data analysis and present findings to department management on a routine basis.
  • Continually identify opportunities for process improvement and makes recommendations for policy changes to enhance service opportunities and member retention.
  • Continually identifies opportunities for process improvement, service opportunities and member retention.
  • Analyze reports and data from all departmental activities and review for trend or results that require intervention or re-direction of Department activities or processes.
  • Directs reviews and critiques of complex technical designs and recommended enhancements to various current systems or those under development.
  • Advises senior management and stakeholders on design issues, capabilities, and/or system limitations; develops and recommends remediation plans.
  • Effectively leads and/or oversees multiple projects for advanced analytics integration and implementation.
  • Other HPP duties as required to ensure successful Health Plan operations are successful.
Requirements:
  • Bachelor's Degree in Business Administration or related field, or 5 years equivalent work experience in lieu of degree.
  • 7+ Years of experience in analytics, including design & implementation of metrics to support & optimize business objectives directly aligned to the specific duties of this role.
  • 3+ years of managerial, supervisory, and/or demonstrated leadership experience.
  • Experience in a multi-skill, multi-site call/contact center operation is required. Experience with databases and/or data manipulation. Highly organized with the ability to balance multiple projects and meet deadlines.
  • Prior project management experience with the ability to work independently with the ability to develop concepts into business operations.
Knowledge and Skills We Value:
  • Five (5) or more years of healthcare call center experience working in a health care delivery setting.
  • Proficient in microcomputer applications (Microsoft Word, Excel, PowerPoint, Visio).
  • Having experience with Genesys Cloud or other Workforce Management tools or software (Verint, Aspect, Nice, etc.). is highly preferred.
  • Excellent written and verbal communication, interpersonal skills, ability to establish and maintain effective working relationships with others, ability to supervise and train team member's strong organizational skills, detail oriented, and sound decision-making skills required.
  • Ability to critically review data and implement operational recommendations.
  • This role requires a high degree of patience and strong ability to lead team members through inherent interpersonal challenges.

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