Senior Manager, Capacity Planning & Reporting
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locations
Remote
time type
Full time
posted on
Posted Yesterday
job requisition id
R12991
Job Summary:
Senior Manager, Capacity Planning & Reporting is responsible for developing a staffing strategy to optimize staffing and digital resources to meet all regulatory and quality requirements. This role will work to developstrategies to achieve optimal cost-per-contact rates in all areas of our operations. They will also be responsible for overseeing and approving all external reporting to regulatory partners and ensure our internal data sources are aligned and configured to accurately represent operational performance. This is a leadership role who will closely partner with internal teams, including but not limited to, Workforce Management, Training, Operational Leadership, and Talent Acquisition to understand changing business requirements and proactively address identified staffing or operational needs.
Essential Functions:
Maintain an ongoing staffing plan for all operational teams that is aligned with departmental budget requirements.
Work with Finance to develop budget recommendations for operational teams based on forecasted need and optimization opportunities.
Deliver regulatory and contractual required reporting for all lines of business, ensuring 100% accuracy and meeting required deadlines. Partner with cross functional stakeholders to identify root cause of any missed metrics.
Implement agent scorecards, providing views of daily, weekly, monthly and annual performance for use in employee development, performance management, and annual reviews across clinical and non-clinical call centers.
Lead change initiatives that are data-driven, through the use of reporting and Speech Analystic tools.
Develop and implement a departmental strategy for continuous improvement based on insights gained from Speech Analytics.
Assess current state processes and improvement opportunities and effectively apply process improvements by applying Lean, Six Sigma, DFSs etc. methodologies and develop a platform of continuous improvement and knowledge transfer.
Ensure improvement initiatives are focused and aligned with improving key operational functions and organization goals. Participate in organizational strategic planning to advance a culture of continuous improvement.
Perform periodic audits of reporting inventory to ensure data integrity, accurate formulas, and consistency across reports.
Ensure call center engineering is configured and designed to accurately track metrics required by state regulations.
Partner with engineering teams to escalate and resolve any technology related issues impacting ability to service members and providers in both clinical and non-clinical call centers.
Maintain, analyze, and report on monthly/annual budget trends to ensure proper invoicing and expense management.
Improve process capabilities as it relates to Workforce optimization, capacity planning and forecast analytics to +/- 5% accuracy.
Evaluate enterprise staffing needs and weigh against effectiveness of available internal capacity. Ensure leadership team and real time team are aware of unmitigated capacity shortages that will put key performance indicators at risk.
Analyze forecasted volume with consideration to historical trends and initiatives known to impact workload minutes or staffing.
Perform any other job related duties as requested.
Education and Experience:
Bachelor's degree in Business, Healthcare Administration, or a related field required
Master's degree is preferred
Equivalent years of relevant work experience may be accepted in lieu of required education
Seven (7) years of experience in call center forecasting, workforce management, and/or call center data analysis required
Five (5) years Management experience leading teams of analysts, with a focus on data analytics and data driven decision making required
Experience in a multi-site call center operation with at least 500 seats required
Experiencing in maintaining and overseeing departmental budget goals required
Experience with CRM and WFM software required
Competencies, Knowledge and Skills:
Expertise in customer experience strategy and the ability to design integrated service solutions across multiple digital channels
Knowledgeable in Speech Analytics and developing data use strategies
Familiar with NICE WFM systems
Advanced knowledge of Microsoft Word, Excel, PowerPoint, and Visio
Strong data analysis and trending skills
Knowledge of call center operations and trends
Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics
Ability to work in a fast-past environment
Strong attention to detail
Ability to develop, prioritize and accomplish goals
Strong decision making and problem-solving skills
Exceptional written and verbal communication skills
Strong interpersonal skills and high level of professionalism
Ability to work independently and within a team environment
Effective active listening and critical thinking skills
Display a customer service, member-focused orientation
Licensure and Certification:
Working Conditions:
General office environment; may be required to sit or stand for extended periods of time
Travel is not typically required
Compensation Range:
$94,100.00 - $164,800.00
CareSource takes into consideration a combination of a candidate's education, training, and experience as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level.In addition to base compensation, you may qualify for a bonus tied to company and individual performance.We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.
Compensation Type (hourly/salary):
Salary
Organization Level Competencies
Fostering a Collaborative Workplace Culture
Cultivate Partnerships
Develop Self and Others
Drive Execution
Influence Others
Pursue Personal Excellence
Understand the Business
This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.
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About Us
The CareSource mission is known as our heartbeat. Just as we support our members to be the best version of themselves, our employees are driven by our mission to create a better world for members, stakeholders and providers.
We are difference-makers who combine compassionate hearts with our unique business expertise to make every opportunity count. Each claim, each phone call, each consumer-centric decision is a chance to change the world for one member, and our employees look for ways to do that every day.
The challenge is, there is no one right way to be the difference and we're looking for people like you that will rewrite that definition every day. We do what it takes to form creative solutions that make our community and the world just a little better. Discover what it means to be #UniquelyCareSource.