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Resp & Qualifications
Resource Management: Provides effective work force schedules for call-handling positions to most efficiently meet ASA and service level agreements as defined by management. Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of the following: long range capacity and workload requirements, day of week and intra-day call volume forecasts. Responsibilities also include development, analysis and recommendation of appropriate staffing plans identifying optimal work schedules and workload requirements. Incumbent will evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes. Also, maintains and supports workforce management software with continuous monitoring call center systems including, but not limited to, Aspect eWorkforce Management (TCS), RTA, RTD Symposium ACD, iNOVA Light Link, and Virtual Hold (VHT) to ensure optimal functionality; maintain service levels and ASA, identify unproductive associates, and manage queues with unusual call patterns (high volume, low volume, etc.). Responsible for regulating real-time call volume in a multi-skill call center environment by utilizing skills based routing software to balance supply and demand. Maintain effective lines of communication with management and supervisory personnel escalating any areas of concern (extended wait times, downtime/outages, staffing shortages, etc.) that endanger benchmarks.
Business Analysis: Implement newly created or change call routing strategies that improve the performance of the business unit. Investigate and Analyze inbound calls types to seek continuous opportunity improvement through technology as well as operational efficiencies as they relate to staffing, planning, and call flow. Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for intra-day staffing adjustments. Understand business unit requirements and recommend possible solutions to Management in an effort to improve processes. Maintains accuracy and data integrity of Scheduling/Forecasting database including schedule preference and headcount information. Performs regular and ad hoc reporting as required. Designs, builds, and maintains databases and/or spreadsheets tracking key service statistics. Import data from other database sources as needed to generate reports. Identify and address new and developing scheduling/staffing needs by providing an ongoing review and evaluation of scheduling policies and procedures. Manage Actual on-line/Required on-line and Scheduled on-line/Actual on-line to ensure there is sufficient staffing to meet actual call volume and office adherence metrics. Assess availability for training, special projects, and other off-line functions. Escalate to supervisors any associates with patterns of extended breaks, lunches, and unaccounted for/off-phone time. Track performance of call routing strategy and make recommendations to improve service levels/efficiency.
Data Analysis: Produce adhoc reports to provide detailed analysis of call center operations. Identify areas of opportunity, trends and detailed statistical analysis at the individual, team, business unit, product, and departmental level. Ensures critical performance standards are met by proving management with ongoing updates on the overall performance of the call center. Communicates performance trends and impact on goal achievements. Proactively incorporates cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans, including skills based routing methodology. Monitor and report schedule adherence. Distribute and analyze miscellaneous reports from Aspect eWorkforce Management System (TCS), Symposium, and other relevant sources, making recommendations on how to increase productivity and efficiency without negative impact on quality. Support and train Operations Leadership as needed on call center system utilization and functionality.
Project Management: Design, planning, and implementation of projects. Be a technical resource and subject matter expert for operations to ensure consistent business/operational goals are met. Participate in scheduled Forecasting / Planning and Project meetings. May be asked to coordinate the workforce management activities of other team members. Assist in carrying out disaster recovery plans when necessary. Complete special projects as assigned. Proactively develop and enhance system skills and abilities to ensure the capability of troubleshooting and maintaining supported systems. Special departmental assignments and/or projects as assigned.
Required: Bachelor’s degree in Mathematics or Statistics and/or 5+ years call center technical support experience with data management and analysis experience. 5+ years of business and/or systems background with a concentration in call center operations/workforce management. Expertise in the full range of call center applications. Flexibility and the ability to work under time constraints, adapt to shifting priorities, to work independently as well as part of a team are required.
Abilities/Skills: Familiarity with the ability to manage standard service or technology center metrics, including Service Level, Average Handle Time, Average Service Abandonment, ASA, Quality. Demonstrates excellent interpersonal, oral and written communication skills. Strong math aptitude with proven problem solving and analytical ability. Must be able to effectively work in a fast paced technical environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate in a manner that provides positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging. Proficient in Microsoft Applications including, Word, Excel, and Access. Ability to define problems, collect data, establishes facts, and draw valid conclusions. Must possess strong statistical and analytical ability and strong organizational skills with a good attention to detail. Ability to work independently and collaboratively on a team is also required.
Preferred: 3-5+ years experience in a technological or Service Desk call center environment, Ability to develop and execute plans related to resource management and workload management.
Experience with Workforce Management software (i.e. IEX, TCS, Blue Pumpkin), ACD, Real-Time Adherence displays, and reporting software preferred. Familiar with basic call handling and routing technology preferred. Familiarity with ITIL Framework; ITIL Foundations certification preferred.
Department: Service Desk - MD
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Hire Range Disclaimer
Actual salary will be based on relevant job experience and work history.
Where To Apply
Please visit our website to apply: www.carefirst.com/careers
Please apply before: 5/2/2018
Federal Disc/Physical Demand
Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.
The physical demands described here are representative of those that must be met by an employee to perform the essential duties and responsibilities of the position successfully. Requirements may be modified to accommodate individuals with disabilities.
The employee is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The employee must frequently talk and hear. Weights of up to 25 pounds are occasionally lifted.
Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship