ChristianaCare is looking for a Workforce Optimization Manager to assist the Access Center Leadership Team with planning and optimizing the performance of the Patient Service Representatives and Triage Nurses by analyzing data and historical contact center performance. This position will also be responsible for identifying trends and providing solutions in order to manage service levels and staff schedules to achieve maximum efficiency and occupancy.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Develops tracks, analyzes and identifies areas of opportunities for improvement and reports contact center and agent performance with reports from WFM and ACD. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Coordinates the Access Center workforce management function including forecasting, scheduling, call routing, service level management and business continuity. Ensure consistency of processes, optimization of systems and achievement of performance metrics.
Provide real-time monitoring via available tools (Avaya Contact Manager) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
Manage and validate findings and design solutions with stakeholders, including finance, talent acquisition, resource management, and medical group to improve and achieve strategic workforce plan.
Execute thoughtful and seamless integration between patient experience, caregiver engagement and performance metrics, team occupancy, scheduling and staffing
Drive improvement in the accuracy, quality and efficiency of workforce management by building people, process and technology solutions
Manage transition of new opportunity and growth segments with in organization in a seamless manner utilizing redundancy and new resource requirements
Provides direct oversight into the implementation of a WFM system to ensure compliance with the current phone system and all historical reports are integrated properly. Conducts all routine testing of the WFM system to ensure reports are meeting quality standards.
Responsible for testing and implementing upgrades to the WFM system in coordination with the IT integration team.
Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center.
Analyzes trends such as call volume, AHT and attendance to understand and plan for potential over staffing/under staffing conditions; adjusts plans prior to and/or same day based on the ability of the call center to attain appropriate performance results.
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Collaborate with Leadership Team to identify area of opportunity in forecasting and scheduling process
Enforces schedule compliance and adherence and advises management of schedule changes.by utilizing WFM notification system whenever team members request meetings, PTO requests, changes to pre-assigned schedules. Provides reports to management about schedule enhancements or shift change opportunities.
Develops and manages staff scheduling process, including proactive approval and denial of discretionary activities, such as vacations, trainings, and meetings. Works with Access Center Supervisors to ensure accurate and seamless process when team meetings or training classes need to be scheduled while maintaining department metrics and goals.
Assist with the development of policies and procedures for the workforce management department.
Ensures monthly call monitoring is completed by management staff and performs calibration of each agent to ensure consistency of performance.
Monitor call center performance, analyze real time data, maintain department and corporate goals by making staffing adjustments and provide feedback to management on future recommendations regarding staffing.
Oversees the Trainer & Quality Analyst team to ensure agents are monitored accordingly and additional training is implemented for agents who may need specific, targeted, training.
Oversees the Business Continuity/Work from Home program to ensure emergency needs are maintained. Conducts routine exercises and reports on the continuity of the program. Updates the emergency contact system with new employee information and performs announced and unannounced alerts to ensure all employees are ready for an unscheduled event.
EDUCATION AND EXPERIENCE REQUIREMENTS:
Bachelor's Degree required.
Five years' prior call center experience required, customer service, leadership skills required.
Thorough understanding of Work Force Management Systems in Call Center Operations required with 3-5 years' experience.
An equivalent combination of education and experience may be substituted.
Internal Number: JR57621
About ChristianaCare Health System
ChristianaCare Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are ...positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.