Provides strategic oversight of the Health Plan contact center technology, workforce management and vendor management activities. The main duties will be to direct technology initiatives, maximize technology effectiveness, lead the workforce management team to ensure real time/future needs are met, oversee call center reporting and manage all 3rd party vendor relationships. This role with collaborate with leadership and other internal stakeholders to ensure goals and objectives are met.
Evaluates and directs technology initiatives and maximizes existing technology within the Call Center. Develops and implements effective/strategic business solutions through research and analysis of data and business processes;Plans, evaluates, selects, tests, implements, maintains, and leverages Contact Center and related technologies.
Develops and manages technical relationships with Voice Services, call center systems suppliers/vendors and managed service partners.
Manages and analyzes outsourced call center performance (compliance, cost, quality, productivity) and identifies trends, issues, concerns, and successes.
Oversees customer service vendor operations in support of handling multiple call types and customer inquiries.
Develops, implements and maintains policies and procedures related to customer service delivery by vendor partners. Ensure that vendor operations are compliant with business rules and regulatory requirements (including state and federal rules).
Leads implementation of strategic planning and transformation projects.
Drive recommendations on efficiency improvements, adjustments to planning metrics, staff movement, and workload balancing
Monitors applicable industry trendsand emerging solutions to drive continuous improvement opportunities.
Hires, trains, coaches, counsels, and evaluates performance of team.
Implements and regularly updates an end-to-end workforce planning process, including design, plan, and deployment of the workforce strategy with relevant tools and frameworks.
Drives and develops forecast methodologies, processes and routines for workforce planning while ensuringeffectiveness and accuracy of the forecast model;Through advanced techniques, ensures proper staffing levels to meet contractual obligations and established metrics
Coordinates all reporting relatedto workforce management and call center performance; Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support.
Oversees data analysis, monitoring, benchmarking and targets to effectively manage inbound/outbound call inquiries and meet organizational targets.
Create and oversee the customer experience road map, own implementation, and improvement of tools; maintain constant analysis of reporting mechanisms.
Partner with Leadership to define and document service delivery processes, standards, and inter-departmental standard operating procedures.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
*Relevant experience may be a combination of related work experience and degree obtained (Associate's Degree = 2 years; Bachelor's Degree = 4 years).
High School Diploma or Equivalent (GED)- (Required), Bachelor's Degree- (Preferred)
Minimum of 3 years-Managing people, processes, or projects (Required), Minimum of 9 years-Relevant experience* (Required)
Certification(s) and License(s)
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.
We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh FoodFarmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencingprograms, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 1...3 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers. What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.