Company Statement
For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.
Manager, Workforce Management (Syracuse or Albany Location)
Oversee the day to day activities of the workforce management staff. Ensure that resources are utilized at maximum levels of efficiency and effectiveness. Develop reporting processes and create detailed presentations to fulfill senior leadership requests. Coach and mentor direct reports to create a high performing team.
Responsibilities:
Provide direction to a team improved operational efficiency.
Develop, communicate and monitor performance expectation and plan for direct reports and conducts timely and frequent performance reviews.
Provide guidance to analysts with preparation of new reports, presentations, or survey information
Help drive continuous improvement to increase productivity, accuracy, and improve workflow.
Partner with business leadership to coordinate processes to meet the operational and strategic needs of the business.
Advise on potential opportunities or hazards that affect the business’ ability to meet strategic goals, and to solicit feedback that influences the operations of workforce management.
Analyze attrition and develop hiring plans for long and short-term planning efforts.
Provide recommendation to management for long range strategic planning
Interact with various internal operating groups like HR, IT, QA, and Training who play a critical role in the success of the operation.
Analyze trends and forecast workloads and resource allocation requirements across the enterprise’s customer service organization.
Schedule resources, manage real-time adjustments to resources.
Review and approve a monthly summary from the workforce management team that details forecast-to-actual workload variance, the impacts, and determines if adjustments to future forecasts are necessary.
Perform other related duties and assignments as required.
Regular attendance is an essential function of the job.
Qualifications:
Bachelor’s Degree
Workforce Management experience certification or COPC training is preferred
5-8 years relevant workforce management experience required
Additional years of related experience may be used in lieu of education requirement required
3+ years of previous experience working in a real time adherence environment required
3+ years of previous call center experience required
2+ years of experience with workforce software Avaya CMS and Impact 360 (Verint) and/or Genesys required
2+ years of team lead experience required
Vendor Management experience required
Previous experience with scheduling and forecasting required
3+ years of staff and process management experience, preferably in a healthcare environment required
MS Office applications: Word, Excel, PowerPoint, and a project management application required
Excellent communication (verbal and written) and presentation skills required
Excellent organizational skills required
Demonstrated ability to use good judgment and logical reasoning required
Analytical and problem-solving abilities required
EEOC Statement
We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.
Sponsorship Statement
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.