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Workforce Analytics Manager

Customer Support | Minneapolis, MN | Full Time

Job Description

Workforce Analytics Manager

 

The Workforce Analytics Manager will be responsible for the deployment, execution and communication of workforce enterprise initiatives. Identify productivity opportunities and communicate recommended solutions appropriately for staffing and planning of customer service and clinical areas. Manage and implement telephony, WFO and Quality Management technology, as well as standard process and productivity tools to ensure consistency across the consumer experience in collaboration with other key stakeholders. Collaborates with Customer and Clinical Operations  during the budget cycle to ensure accurate forecasting. This position develops and implements procedures and guidelines related to customer service and process improvement.

 

This position is a driver of contact center performance through supervision of real time operations, historical and future analytics, and the directing of staffing activities. Therefore, the ideal candidate will be a self-motivated, innovation driven individual having strong leadership, interpersonal and analytical skills with experience developing professional grade reports and business communications.

 

This position reports to the VP of Customer Success.

 

Knowledge, Skills and abilities

 

A successful Workforce Analytics Manager will have well developed emotional and social competencies in these areas:

 

  • Empathetic, honoring the consumer and what they are feeling

  • Passionate about helping others

  • Self-Confident and able to diplomatically express views that may be unpopular

  • Actively Listens and is able to quickly distill provided information and insights

  • Conscientious, organized and dependable; always meets deadlines and commitments

  • Initiative-Driven, pursuing goals beyond what is required or expected

  • Optimistic and persistent despite obstacles; expects success, not failure

  • Service Oriented, anticipating, recognizing and meeting customer needs

  • Conflict Manager, diplomatically and tactfully able to calm tense situations

  • Communication, addressing issues, listening and seeking mutual understanding

  • Influence, effectively persuading others

  • Collaborative, works as part of a team to successfully achieve common goals

  • Leadership, motivating, developing and directing people as they work

  • Time Management, managing one’s own time and the time of others




 

Responsibilities

 

Additional Responsibilities:

 

  • Management and oversight of the Workforce Analytics, Staffing and Forecasting area to ensure that all operational metrics are achieved to deliver world class customer service

  • Drive real time strategies including IVR call routing, agent and provider skilling and staffing, systems training, service disruptions and capacity utilization

  • Assist in providing the organization reporting specific to established KPI attainment and SLA adherence both with internal and external customers.  Work to establish strategy to automate reporting wherever possible

  • Maintains associated infrastructure to ensure accurate and current data is available in productivity and quality management tools

  • Maintains productivity training resources

  • Continuously monitors productivity performance using recognition tools and software

  • Develops, oversees and improves operations, policies, systems and procedures necessary to support the organization's utilization goals in partnership with key stakeholders

  • Directs standardization of operational policies and procedures across the organization to ensure optimization of staff and improvement of the customer experience

  • Ensures the delivery of consistent and accurate management reporting to accelerate decision making

  • Collaborates with Clinical operations on staffing, forecasting and budgeting

  • Partners with key business owners and Human Resources on staffing needs

  • Primary business contact for all productivity related tools and systems

  • Ensures adherence to project deliverables, timelines, project costs and timely implementations of workforce, quality and telephony reporting applications

  • Identifies opportunities to share best practices across the organization regarding workforce management, productivity, staffing and skill mix initiatives

 

Minimum Qualifications

 

Minimum Qualifications for the position are:

 

  • Bachelor’s degree in business, mathematics, statistics or related field

  • 5+ years experience in contact center environment

  • 5+ years experience using Workforce Management tools and software

  • Knowledge of contact center terminology

  • Forecasting experience

  • Knowledgeable in a variety of workforce, quality and telephony systems; preferably cloud based applications

  • Proficient in basic processing tools such as Microsoft or Google Office (MS Word, Excel, Google Doc, Google Sheets, PowerPoint, etc.)

  • Superior communication skills

  • Superior interpersonal skills

  • Excellent organizational skills

  • Excellent analytical skills

  • Able to work independently

 

About Doctor On Demand

Doctor On Demand’s mission is to improve the world’s health through compassionate care and innovation.  We believe that health is personal, and means so much more than treating illness.  We're proud of the care we've provided over the years and the relationships we’ve developed with our patients, as evidenced by the 5-star reviews we continually receive. People use our service to gain access to some of the best physicians and licensed therapists in the country, all whenever and wherever is most convenient.  It’s as simple as opening the Doctor On Demand app on a smartphone or computer.

Through live video visits, our hand-picked, US-trained doctors take patient history, perform an exam, and recommend a treatment plan. Prescriptions, if needed, go directly to the pharmacy of choice. While insurance isn’t required, tens of millions of Americans enjoy covered medical and mental health visits through employer and health plan partnerships. To learn more about the hundreds of medical issues we treat, visit us at DoctorOnDemand.com.