Manager of Workforce Management - Customer Solutions
Fairview Health Services
Location: Saint Paul, Minnesota
Internal Number: 2021-81250
The Workforce Management Manager (WFM) is responsible for all staff planning components across M Fairview Health Customer Solutions Center and other defined call centers as needed. Serves as the subject matter expert in Workforce Planning:
Oversee forecasting of contact center workload volume.
Track/trend/report on call activity patterns, staff productivity and resource allocation.
Direct, support and develop the Workforce Analyst Team.
Identify/design/and design/introduce strategies to maximize efficiency and effectiveness of call center operations.
Establish/maintain/publish performance metrics.
Develops and maintains short-term forecasting and long-term capacity planning.
Partners with appropriate CSoL team to provide concise communication of metrics.
Defines and identifies outlier performance to WMF plan.
Develops and implements strategies that are customer and employee-centric, increase efficiency and offer a clear ROI.
Works closely with IT Unified Communication UC Team and telephony vendor, promoting Interactive Voice Response (IVR) initiatives that will enhance the customer experience and increase the effectiveness of WFM.
Oversees the implementation of the WFM system within the organization to enable effective management of forecasting, staffing, shifts and working patterns and providing efficient schedules for agents that meet both employee and business needs.
Oversees the shift realignment process, trial schedules and schedule adjustment processes.
Serve as a Subject matter expert of the workforce management system.
Performs other job-related duties as assigned or apparent.
Demonstrates ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served.
Partners with patient care giver in care/decision making.
Communicates in a respective manner.
Ensures a safe, secure environment.
Individualizes plan of care to meet patient needs.
Modifies clinical interventions based on population served.
Provides patient education based on as assessment of learning needs of patient/care giver.
Fulfills all organizational requirements.
Completes all required learning relevant to the role.
Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.
Fosters a culture of improvement, efficiency and innovative thinking.
Performs other duties as assigned.
5 +years experience with WFM applications (NICE, IEX, Calabrio, etc.).
5+ years experience in a supervisory role in a complex call center environment.
Experience with Calabrio WFM 9.4 or later.
Previous experience collecting, modeling and analyzing telephony and agent performance data.
Previous experience modeling short/long term forecasts and creating hiring plans.
Superior Analytical and Communication skills.
A solid understanding of call center terminology and functions (Cisco CUIC, Avaya, Amazon Connect, etc.).
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.
Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.
Its broad continuum also includes 60 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership ...with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.