Team Lead Workforce Effectiveness

Description and Requirements

This position is Hybrid FL or Hybrid NY Position Summary: The Team Lead of Workforce Effectiveness at Healthfirst is responsible for overseeing a comprehensive range of functions within the team, including but not limited to Time and Attendance, Planning, Scheduling, and Mission Control for Real-time Analytics. This pivotal role ensures operational excellence and adherence to Service Level Agreements (SLA) across Contact Center Operations and other business segments. The Team Lead will coordinate across various units, aligning strategies with both immediate and long-term business objectives and needs.

Duties and Responsibilities:

• Provide leadership across all units of the Workforce Effectiveness team, including but not limited to time and attendance, planning, scheduling, and real-time analytics
• Develop, implement, and/or assist in strategies for accurate demand forecasting, ensuring alignment of staffing schedules with real-time and anticipated demand across diverse engagement channels
• Oversee and validate the creation and distribution of detailed workforce management reports, providing insights and guidance to all levels of management
• Lead initiatives to enhance operational efficiency across all units, integrating improvements into overall workforce strategies
• Establish and refine predictive models and real-time analytics to accurately forecast demand and performance metrics across all business lines and engagement channels
• Identify, develop and/or implement workload distribution strategies across call center operations, optimizing both financial and resource allocation
• Act as a central point of contact for WE team, monitoring real-time analytics, assisting and/or making strategic decisions to enhance operational effectiveness
• Maintain close collaboration with internal and external stakeholders, fostering a culture of open communication and teamwork
• Manage a variety of reporting and project needs, including system upgrades and implementations, while upholding high standards of quality and accuracy
• Conduct regular coaching and development sessions with direct reports, driving high performance and professional growth
• Collaborate with business leaders to gather requirements and support the effective implementation of workforce-related process controls
• Present data-driven performance analyses and recommendations for process improvements to Senior Leadership
• Take on additional responsibilities and projects as necessary, demonstrating adaptability and commitment to evolving business demands
• Travel as required (< 10%)

Minimum Qualifications:

• High School Diploma or GED from an accredited school
• Experience planning, prioritizing and organizing workload while working under pressure with short deadlines
• Working experience SQL query language and writing or relatable skills in reporting database systems
• Working experience analyzing data and make recommendation to the senior leaders
• Experience as a Workforce Management Lead or equivalent
• Experience in forecasting, scheduling and real-time analysis
• Advanced knowledge of contact center operations including utilization of contact center tools, metrics, models, and reporting to predict and ensure optimal performance across multiple programs, sites and languages
• Working experience with call center Workforce Management software such as Verint V15, Genesys, IEX or eWFM
• Experience working with ACD systems and set up such as Interactive Intelligence, Aspect or Avaya
• Experience demonstrating analytical thinking, problem-solving, and critical thinking skills

Preferred Qualifications:

• Bachelor's degree from an accredited institution
• Previous call center back office operations experience
• Working knowledge on, MS Excel with concentration on advanced formulas (ie v-lookups), Macros, and pivot tables
• Working experience creating business plan and developing test plans
• Previous work experience in the Healthcare industry

Compliance & Regulatory Responsibilities: N/A

License/Certification: N/A

Hiring Range:

• Greater New York City Area (NY, NJ, CT residents): $67,200 - $97,155
• All Other Locations (within approved locations): $59,800 - $88,910

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

The hiring range is defined as the lowest and highest salaries that Healthfirst in "good faith" would pay to a new hire, or for a job promotion, or transfer into this role.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.