Command Center Manager Health Integrated
THIS JOB HAS EXPIRED Description
JOB SUMMARY: This position may not conduct any activities that require evaluation or interpretation of clinical information. This position is primarily responsible for the daily management and achievement of all clients? service delivery goals for various media types (call, email, and fax) in an inbound and outbound environment. Capacity planning with responsibility for short and long term labor needs; volume and headcount forecasting for integration with financial targets for effective budget development and monthly forecasting. All telephonic, fax, and email integration activity related to work item routing, IVR, dialer, call monitoring and schedule management software. Must have the ability to identify problems, initiate an action plan and produce results by using statistical data. Must be self-motivated, and able to problem solve using critical thinking. Ability to effectively communicate with all levels of the organization. This position provides 24/7 support which will include the ability to work non-standard business hours. The incumbent will participate in the development and maintenance of supportive software solutions and workflows.
Education/License/Certification: High School Diploma or GED required. Minimum Green Belt or similar Six Sigma certification preferred
Experience: Minimum three years of Command Center Manager level leadership specializing in capacity planning, short and long term volume and headcount and all levels of queue management and
workforce management techniques in an Inbound/Outbound Call Center required.
Minimum five years of experience in a reporting, analyzing, and interpreting role required.
Proven ability to ensure achievement of service levels, schedule adherence and other financially impacting goals using projections based on historical information.
Above average PC skills and demonstrated experience and comfort with office suite products including Visio, Excel and Word required. Integration with SharePoint preferred.
Demonstrated communication skills spanning all touch points within the organization including the ability to flex the communication to the intended audience.
Experience with Cisco UCCX platform and Cisco workforce planning and call recording software preferred.
30% Responsible and accountable for daily management of all inbound and/or outbound queues and the client related goals associated with the queues.
Includes the ability to take effective and immediate action to resolve out of compliance queues and resources through intra-day monitoring and re-forecasting
Includes escalation of system and other technical issues
Oversight and assistance with routing changes/scripting work.
Coordinating outbound dialing campaigns with external vendors and/or internal resources.
Problem mitigation for all aspects of the call center.
Analyze, interpret and forecast using Cisco call volume patterns, call arrival patterns and call distribution.
30% Responsible for predictive modeling and forecasting that ensures staff resources are in place to match the projected volumes expected while balancing the financial goals of the department.
Capacity Planning including call/fax/email volume forecasting and headcount requirements in order to establish accurate financial forecasts and budgeting.
Staffing recommendations including identifying when additional staffing is required and when there is an excess.
Schedule generation to efficiently maximize resources to meet or exceed volume forecasts while maintaining a minimum 80% occupancy target.
Scheduling PTO, training, meetings and all other required offline needs while balancing workload requirements ensuring client goals are not sacrificed.
Includes arranging for coverage when unexpected or extraordinary events occur
Includes requesting authorization for extra hours if that is the only coverage option that presents itself
20% Responsible for integration and management of the call routing, dialer, IVR, scheduling and recording software.
Conduct training and meetings in regard to telephony software, ideology and call center culture
Liaison with the IT department and software vendors regarding software issues including upgrades and patches.
Coordinate downtime in the event of server reboots or any other activity that may take the call center off line for a period of time.
20% Responsible and accountable for issuance of standard daily, weekly, monthly and ad hoc reports as directed by immediate supervisor including complaint reporting from the QI department
Accountable and responsible for ensuring weekly data is collected and routed to maintain accreditation with NCQA and URAC.
Accountable for ensuring staff is made aware of performance results daily/weekly/monthly.
Coordination and relationship management of key department leaders.
||10008 North Dale Mabry |
Tampa, FL 33618
THIS JOB HAS EXPIRED