Workforce Coordinator

FIND YOUR FUTUREWe're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and commitment to diversity and inclusion.OverviewThe Workforce Coordinator (WFC) is responsible for administration of the Workforce Management application and associated processes.QualificationsHigh School diploma or GED required; Associate degree preferred.

Four (4) years of call center experience required.

Strong knowledge of Workforce Management theories and best practices preferred.

Demonstrated expertise in capacity planning and management preferred.

Demonstrated process and people management skills with the ability to recognize interdepartmental relationships and dependencies.

Effective communication skills with the ability to focus and clarify concepts.

Strong adaptation to a variety of technical and computer concepts; excellent mathematical and analytical skills.

Proficiency in Microsoft Office Products.

Demonstrated problem solving and decision-making abilities. Ability to manage several competing priorities simultaneously and deliver on customer promises.

Work collaboratively in a team environment with the ability to interact effectively with other groups in the organization.

Ability to use sound judgment and decision-making, and the appropriate sense of urgency.

Strong dedication to customer service and appropriate follow-through with customers.

Proven examples of displaying the IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative and Accountable.

Maintains confidentiality and uses only the minimum amount of protected health information (PHI) necessary to accomplish job related responsibilities.

Other duties as needed. Every associate is given a job description upon hire outlining the qualifications, duties, and pay grade of the position. Independent Health reserves the right to change job descriptions as necessary.

Will adhere to all federal and state laws, rules and regulations, and Independent Health policies and procedures. Promote a professional and ethical environment through active engagement with Independent Health’s Compliance Program.

Key AccountabilitiesA. Development and maintenance of inbound and outbound customer contact forecasting and staffing level needs for each individual team supported.B. Development and maintenance of capacity planning models on a regular basis accountable for managing the rolling hire processes for each department.C. Identifying and reporting root-cause customer impacts for operational improvements.D. Delivering historical performance reports and communications.E. Gathering requirements, develop, update and maintain custom reports and agentgroups.F. Delivering actionable information to the business that allows it to enhance its servicedelivery.G. Forecasting and Scheduling: Analysis of historical trends, data and events to determine appropriate weeklystaff schedules including:o Service Levelo Work Volumeo System Performanceo Mailing Scheduleso Top Driverso Contact Typeso Costo Best Practiceso “What if Analysis”o Generate weekly Service Level/Handle Time and Shrinkage forecastsbased on staffing.o Develop and publish individual schedules.o Approve PTO requests based on PTO policy.H. Capacity Planning: Develop and maintain staffing plans to ensure proper staffing levels to meetdepartment goals are maintained. Identify department gaps/needs and work with Training to proactively schedule classes.I. Workforce Management System Administration: Administration, maintenance, development, configuration and testing of the WFMsoftware. Support implementation of software and upgrades. Note: Sometimes thisaccountability will be performed during non-traditional work hours.J. System Administration Backup: Job duties included but not limited to; administration, maintenance, development, configuration and testing of business systems. These systems include (but are not limited to):o Telephony/Contact Center Platformo CRMo Digital solutions (HEALTHeNET, Member Portal, Provider Portal, etc.)Note: Sometimes this accountability will be performed during non-traditionalwork hours.As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here (https://www.independenthealth.com/AboutIndependentHealth/Careers/AdditionalEEO-AAPInformation) for additional EEO/AAP or Reasonable Accommodation information.Current Associates must apply internally via their Career Worklet.