As a part of the Tenet and Catholic Health Initiatives family, Conifer Health Solutions is a leading healthcare business process management services provider working to improve operational performance for more than 600 clients so they can support financial improvement, enhance the patient experience, and drive value-based performance. Through our revenue cycle management, patient communication s, and value-based care solutions, we empower healthcare decision makers�hospitals, health systems, physicians, self-insured employers, and payers�to better connect every point of care and wellness management. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!

Conifer Health Solutions is currently recruiting for a Contact Center Workforce Management Administrator in Frisco, TX.

JOB SUMMARY

The Workforce Management team is part of the Conifer Command Center team. The team is responsible for Contact Center Administration and Operational support for the leveraged Contact Center technologies including Workforce Management (WFM). The Workforce Management Administrator is responsible for creating and updating call forecasting for all WFM-enabled organizations. The Administrator is also responsible for creating, and implementing optimized agent schedules based on historical inbound/outbound data to ensure Operations has sufficient staffing in place so that goals are met. Collaborating with contact center managers, functional areas, and other members of the WFM team, you will interact with senior management across the organizations and focus on the important issues through advanced analytics, data modeling, and report production. You will be a key resource in identifying business optimization and tracking the performance of related initiatives.

It is also the responsibility of the Administrator to develop and augment WFM policies and procedures ensuring adherence to state regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned:

• Manage and Administer the Workforce Management and Optimization solution software to create and optimize schedules based on historical inbound/outbound data.
• Maintain day-of and 30-60-90-365 day forecasts and report forecast accuracy.
• Develop staffing models options and headcount recommendations
• Provides â��what-ifâ�� analysis and recommendations to improve staffing levels and efficiency
• Actively monitor real-time adherence for agent availability, activity, and call load balance to ensure service levels are met and schedules are optimized
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Responsible for constant analysis of individual departments WFM performance and the development of solutions to improve performance
• Monitor attendance, shrinkage, and schedule adherence.
  • Work closely with Operations to enforce schedule compliance and adherence
• Collaborate with Contact Center Operations leaders to schedule team meetings and training based on historical volumes to minimize abandonment rate and keep consistent service levels.
• Proactively recommend scheduling changes as needed to meet Contact center objectives based on real-time observations.
• Manage agents' requested time off based on the needs of forecast and organization.
• Manage agent level schedules and exception process across multiple teams and locations
• Maintain system databases with accurate agent and client information.
• System administration to optimize license usage.
• Responsibilities also include maintaining training documents and holding periodic training sessions.
• Provides analytical support for special projects.
• Prepare and analyze daily / weekly / monthly metrics reports for distribution to the leadership team.
• Generates and communicates off phone activity reports, staffing issues, performance measures and, call statistics
• Serve as a primary point of contact for daily scheduling changes and shrinkage.

KNOWLEDGE, SKILLS, ABILITIES

• 2 - 5 yearsâ�� experience with NICE IEX WFM or similar Workforce Management solutions, i.e. Verint, Aspect eWFM, Blue Pumpkin, etc.
  • Cloud-Based WFM experience a strong plus
• Solid understanding of workforce management processes, industry standards, best practices, and analytics
• Strong knowledge and comprehension of WFM metrics and KPIâ��s with the ability to educate and coach Contact Center leadership in the understanding and application of those metrics including best practices to improve
• Strong communication skills are required including the ability to interact with all levels of leadership.
• Ensures that all reports originating from the department are accurate, timely, and reliable.
• Exceptional reporting and analytical skills including
  • MS Excel including macros, VLOOKUP & pivot tables
  • MS Access, MS Word, and PowerPoint
• Highly motivated with demonstrated ability to take initiative, set priorities, and provide guidance and direction to cross-functional teams
• Strong desire to work a consistent improvement model to champion change and Contact Center excellence.
• Ability to be highly organized with an emphasis on accuracy and timeliness
• Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
• Must be able to identify root causes to problems and develop measurable solutions to eliminate re-occurrence

EDUCATION / EXPERIENCE

• High School Diploma
• Bachelorâ��s degree or equivalent industry experience.
• Previous experience in WFM solutions for collections and customer service organizations.
• 3-5 yearsâ�� experience and excellent working knowledge of Contact Center solutions
• 2-3 years of extensive experience and successful improvements in all aspects of WFM operations, metrics, and technologies.
• Healthcare and Revenue Cycle Management experience is a strong plus.

OTHER

• Prior experience migrating users from existing WFM solutions to new platforms is a strong plus
• Prior experience in forecasting & scheduling for back-office, non-phone related activity is a strong plus
• Previous experience in developing and maintaining Policy & Procedure documentation a plus

PHYSICAL DEMANDS

• Ability to sit at a multi-computer terminal for extended periods.
• Ability to work occasional evenings and weekends to meet deadlines.

WORK ENVIRONMENT

• Office environment
• Work from home opportunities
• Contact Center environment with access to multiple workstations to monitor Contact Center performance.

Employment practices will not be influenced or affected by an applicant�s or employee�s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.