PAC Workforce Supervisor

The Workforce Management Analyst is responsible for planning and schedule adjustments, daily schedule management including assistance with creation of schedules, managing PTO, unexpected time off, and making necessary inbound call queue changes to ensure maximized agent utilization and meeting of set service levels. The Analyst is also responsible for assisting with call center reporting, as well as performing minor analytical duties related to call center trends for strategic planning. The Analyst works collaboratively with Call Center Supervisors to meet the goals and objectives of the department. Licensure, Certification, or Registration Requirements for Hire: N/A Licensure, Certification, or Registration Requirements for continued employment including CPR, etc.: N/A Level and type of experience REQUIRED: Minimum of three (3) years of Workforce and/or supervisory experience Previous experience with Microsoft Office applications (at the intermediate level) and e-mail/calendaring Level and type of experience PREFERRED: Previous experience in Workforce role or setting Previous experience building and managing employees' schedules Previous experience with call center metrics Some experience using business intelligence tools, ie., Cognos, Avaya, Power BI, Tableau Education/training REQUIRED: High School Diploma or equivalent. Education/training PREFERRED: Bachelor's or Master's Degree in Business, Statistics, Healthcare Management or related field from an accredited program. Independent action(s) required: All day-to-day operations of the department are handled independently. Advice and guidance are sought from the Administrator/Manager on an as needed situational basis and when there is a major impact on activity outside the department. Actions that are taken without prior approval include daily operational functions and communication with physicians, patients, admissions and related departments in support of patient needs and unit operations. Manages and trains all staff as needed. Works effectively with diverse and expansive populations and prioritize and adequately handle multiple tasks. Works effectively with multiple departments to facilitate optimal functioning of the department to meet patient, staff and provider needs. Monitors real-time queue performance and make necessary changes to improve performance Creates training, breaks, and staffing schedules based around call arrival patterns. Managing PTO, Callouts, any unexpected time off. Managing schedule changes, schedule change requests and any extenuating circumstances Performs basic outlier analysis with limited supervision Monitors real-time agent statistics to ensure schedule adherence Creates ad hoc reporting utilizing MS Excel, Tableau, CMS Supervisor Assists in daily reporting functions as needed Assists in ACD phone routing system (Avaya) Supervisory responsibilities (if applicable): Directs the work of call center team members related to schedule management in the absence of the Call Center Supervisor. Additional position requirements: Age Specific Groups Served: All Physical Requirements (includes use of assistance devices as appropriate): Physical: Lifting less than 20 lbs. Activities: Prolonged sitting, Walking (distance) Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional: Fast pace environment, Able to handle multiple priorities, Frequent and intense customer interactions, Able to adapt to frequent change DEPARTMENT: Patient Appointment Center AU: 8851 JOB TITLE: Workforce Supervisor A. GENERAL DESCRIPTION OF POSITION Briefly state the chief objective of this position and age group(s) to be served (if applicable): Individual will be responsible for assisting with call center reporting, as well as performing minor analytical duties. In addition, the successful applicant will assist in creating schedules, managing PTO, unexpected time off, and making necessary inbound call queue changes to ensure maximized agent utilization and meeting of set service levels. Applicant will also work collaboratively with supervisors to meet the goals and objectives of the department. Licensure, Certification, or Registration Requirements for Hire: N/A Licensure, Certification, or Registration Requirements for continued employment including CPR, etc.: N/A Level and type of experience REQUIRED : Minimum of three (3) years of Workforce and/or supervisory experience Previous experience with Microsoft Office applications (at the intermediate level) and e-mail/calendaring Level and type of experience PREFERRED: Previous experience in Workforce role or setting Previous experience building and managing employee's schedules Previous experience with call center metrics Some experience using business intelligence tools, ie., Cognos, SAS, SPSSAvaya, Power BI, Tableau Education/training REQUIRED: Bachelor's Degree in Business, Statistics, Healthcare Management or related field from an accredited program Education/training PREFERRED: Master's Degree in Business, Statistics, Healthcare Management or related field from an accredited program. Describe independent action(s) required: All day-to-day operations of the department handled independently. Advice and guidance are sought from the Administrator/Manager on an as needed situational basis and when there is a major impact on activity outside the department. Actions that are taken without prior approval include daily operational functions and communication with physicians, patients, admissions and related departments in support of patient needs and unit operations. Manages and trains all staff as needed. Works effectively with diverse and expansive populations and prioritize and adequately handle multiple tasks. Works effectively with multiple departments to facilitate optimal functioning of the department to meet patient, staff and provider needs. Monitor real-time queue performance and make necessary changes to improve performance Create training, breaks, and staffing schedules based around call arrival patterns. Helping manage and create all phone trees and adjustments that route into the Patient Appointment Center Managing PTO, Callouts, any unexpected time off. Managing schedule changes, schedule change requests and any extenuating circumstances Perform basic outlier analysis with limited supervision Monitor real-time agent statistics to ensure schedule adherence Create ad hoc reporting utilizing MS Excel, Tableau, CMS Supervisor Assist in daily reporting functions as needed Assist in ACD phone routing system (Avaya) Describe supervisory responsibilities (if applicable): N/A Additional position requirements such as shift rotations, weekends, environment, etc. : B. PHYSICAL REQUIREMENTS: (Check all Essential Physical Requirements that Apply to this Position) Physical: x Lifting 100 lbs. Other: describe- Activities: Prolonged standing x Prolonged sitting Frequent bending x Walking (distance) Climbing (steps, ladder, other) Reaching (overhead, extensive, repetitive) Repetitive motion: Other: Mental/Sensory: x Strong recall x Reasoning x Problem solving x Hearing x Speak clearly x Write legibly x Reading x Logical thinking Other: Emotional: x Fast pace environment Steady pace x Able to handle multiple priorities x Frequent and intense customer interactions Noisy environment x Able to adapt to frequent change Age Specific Groups Served: All C. Position Specific Competency and Performance Expectations Duties and Responsibilities: Performance Expectation: Plans and, assists andorganizes assigned projects. Takes accountability for ensuring that the activities of the Team are supporting effective operation of the PAC and agent activities are completed in an efficient, thorough manner. Maintains daily communication with supervisors, leadership team, and neighborhoods as needed. Demonstrates the ability and skill to handle agent schedule adjustments; appropriately refers unresolved issues to the supervisor. Communicates directly with supervisor providing feedback to facilitate quality assurance. Monitors call volume and adjusts skills as needed to keep abandonment as low as possible. Follows the established department call handling protocol with each call including scheduling, PTO, and appointment scheduling. Enters complete and accurate information when communication via database, emails or messaging. Adjusts own work routine based on call volume, staffing and needs of other team members. 2. Performance Expectation: Workforce & Operational Relationship Development Be a brand ambassador representing the Patient Appointment Center to all internal and external stakeholders. Collaborate with internal teams to address agent and supervisor access needs. Partner with operations to assist with the development and delivery of training, as needed. Build and maintain relationships with supervisors, team leads and key stakeholders. Identifies strengths among agents and utilize staff based on individual strengths. Identifies weaknesses among agents, coaches' agents for improvement and evaluates effectiveness of plan on an ongoing basis. Ensures that assigned agents complete all mandatory annual training. Reviews/approves time off requests per staffing guidelines and attendance policy. Helps manage agent timesheets for compliance to attendance, tardiness and PTO usage. Performance Expectation: Data Collection & Reporting Identify key metrics and develop reports to measure and report on patient appointment center, accomplishments, trends, and obstacles. Provides detailed analysis, research, and recommendations on project status to manager and key stakeholders at a set cadence. Identifies and manages project obstacles and challenges and outlines recommendations for resolution. Supports Team by monitoring call volume during peak volume times . click apply for full job details