HealthPlanOne's mission is to help people find the right health insurance at the right price, so they live healthier lives. We are committed to making the shopping process simpler. Our mission has never been more important than it is today.

The Workforce Management Director will be responsible for developing, leading and managing a workforce planning team in a growing, dynamic, and fast-paced environment. Primary responsibilities include partnering with executive leadership team to help define and implement workforce management strategies across multiple locations.

Supervisory Responsibilities:

• Direct responsibility for workforce manager, indirect responsibility for staff of workforce analysts

Duties/Responsibilities:

• Partner with operational leaders to enhance and establish workforce management (WFM) policies and procedures
• Act as the main point of contact on all WFM functions, responsibilities and processes for the executive team as well as HPOne’s clients
• Translate strategic initiatives into executable and measurable goals to be implemented by the WFM team across multiple contact centers
• Create and refine sophisticated models to analyze real-time and historical contact center performance data, identifying areas for efficiencies in performance and service delivery
• Identify and manage communication of real-time volume drivers and outages that impact performance and forecasting trends
• Provide strategic and tactical leadership over the workforce planning, scheduling, real-time adherence and analysis for call activities across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources
• Develop and lead a team of workforce experts responsible for workforce operations in a contact center environment including:
  • Forecasting expected contact totals across multiple lines of business and communication channels
  • Scheduling employees at the optimal time compared to forecasted headcount requirements, communicating to employees and coordinating with management on fulfilling their needs
  • Managing the day-to-day operations of the contact center organization, adjusting resources as necessary to ensure a consistently smooth customer experience
  • Proactive identification, escalation and resolution of call volume interruptions and system outages that impact contact center performance
• Provide reporting and data analytics for improved service level delivery, ways to improve operational performance, and increased efficiencies
• Provide insight on special projects within the contact centers that impact WFM
• Drive a culture of root cause analysis, with a focus on removing variation from the system and defects from processes
• Ensure WFM tools are leveraged to maintain an efficient workforce
• Perform other related duties as assigned

Required Skills/Abilities:

• 6 years of call center and/or insurance work experience
• 3 years leading a national WFM organization
• Experience managing WFM with internal and external (BPO) contact center resources
• Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization
• Extensive knowledge of call center technology (ACD, IVR, WFM)
• Advanced knowledge of Excel
• Extensive experience and knowledge of NICE WFM Solutions
• Strong verbal and presentation skills
• Have experience standing up a WFM solution
• Ability to motivate and inspire large groups of people
• Proven experience and passion for working across functions and with c-level leaders, synthesizing multiple points of view and owning a coherent action plan, while negotiating and influencing others
• 20%-25% domestic travel

Preferred Skills/Abilities:

• Bachelor’s degree in a quantitative field (engineering, finance, economics, math, statistics) or a degree in a related field (Business)

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer, typically in an office/call-center environment (constant noise, fluorescent overhead lighting)

Our centers are consistent with CDC guidelines and align with local government orders pertaining to all Company physical locations in relation to COVID-19.

Equal Employment Opportunity (EEO) is a fundamental principle at HealthPlanOne, where employment is based upon personal capabilities and qualifications. HealthPlanOne does not discriminate because of actual or perceived sex, sexual orientation or preference, gender identity, gender, transgender, race, color, religion, national origin, creed, citizenship status, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, medical conditions including genetic characteristics, mental or physical disability, military and veteran status, or any other protected characteristic as established by law. HealthPlanOne requires the necessary drug testing and background checks as part of our pre-employment practices. If you need assistance or an accommodation due to a disability, please contact us to request accommodation at accommodations@hpone.com