Supervisor Workforce Analyst (Finance)

Job Description:

The Workforce Management Supervisor (WFM) duties include leading a team that is responsible for planning and generating quality volume and handling time forecasts that enable the team to create optimized work schedules for a staff of more than 500 full time associates and vendor resources.   The WFM Supervisor is also responsible for generating detailed analytics and presentations for all volume and call center metric data.

Establishes effective relationships with internal and external partners including Finance, Telecom, and other business contacts, as well as operational leadership to ensure daily service level metrics and business goals are met. Communicates company policy information and requirements to staff and ensures operational decisions comply with policy. Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.

Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to a long-term capacity and staffing plans, as well as short-term forecasts and optimal agent schedules support multi-department contact center operations.

Key Responsibilities:

Generate long term capacity plans (18–24-month view) for multi-department call center.

Provide staffing recommendations by business area, working closely with business area managers and training coordinators to ensure requirements are met to meet service standards, based on analysis.

Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time resource management and proactively working to meet daily metrics by staying in constant communication with care center teams.

Provide team with regular coaching and feedback and provide monthly scorecard to reporting associates.

Ensures delivery of key metrics, training requirements and performance metrics through optimization of resources, identifying and implementing process improvement and leveraging automation/technology

Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy-to-understand actionable recommendations through a consulting mind set.

Perform continual, meaningful analysis of current performance (noting recent historical trends) and communicate results with Operations teams to improve and achieve service level goals / business objectives for a multi-site operation.

Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing “what -if” models and provides recommendations based on analysis.

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Special Skills and Qualifications.:

• Advanced level of proficiency in Microsoft Office skills, including Word, Access, Outlook, OneNote, Excel and PowerPoint.  
• Must be able to perform any level of data-handling and presentation tasks as required. 
• (Excel – Creating tables, work with Pivot tables, Pivot charts, group data, functions, data validation, Gantt charts and timelines.  PowerPoint – create presentations, formatting templates, interactive slideshows, inserting/embedding/linking media and data, insert hyperlinks, embedding and linking video)
• Ability to extract and transform large amounts of data into scalable reports, producing meaningful presentations and easy-to-comprehend data visualizations.

Minimum Requirements

• Bachelor's degree plus five (5) years related call center workforce management experience.
• In lieu of degree, High School/GED plus ten (10) years call center workforce management experience. 
• Proficient with phone system reporting and scheduling tools (Avaya, CMS, Verint, Nice, IEX, Cisco).

Preferred Skills, or Knowledge:

• Five plus years of experience leading highly motivated, high-performing workforce management teams.
• Five plus years of experience with forecasting, capacity planning and real-time workforce management. 
•  Ability to demonstrate and articulate understanding of key workforce management concepts as related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement.
• Strong quantitative/analytical skills. 
• Excellent interpersonal, written, verbal and listening skills. 
• Absolute team player who consistently demonstrates respect, inclusion, and an open mind. 
• Proven ability to coach to, and drive for, results and provide strategic value.  
• Able to promote change by influencing and guiding others in a positive manner.
• Strong project management skills. 

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

 

Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.