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Customer Service Call Center Workforce Planning Manager at Kaiser Permanente

Posted in Customer Service 30+ days ago.

Type: Full-time
Location: Spokane, Washington





Job Description:


Accountable for daily management of team(s) and individuals supporting all lines of business by providing training, compliance oversight, vendor management, documentation, audit, intake/mailroom functions performance metrics and reporting. Works collaboratively with internal partners, clients and external partners as appropriate. Responsible for driving continuous improvement throughout HPA to include value stream review. Accountable for the management of staff, budget, performance and service levels. Maintains expert knowledge of industry trends and best practices in alignment with KPs affordability goals. Focused on establishing and maintaining all workforce management goals associated with tracking, analyzing, planning of work volume, cost, headcount requirements, shrinkage, attrition and performance.

This position will be based out of Spokane or Renton for the right candidate.

KPWAHTF

Education Minimum Education Requirements Bachelors Degree Preferred Education Masters Degree Knowledge/Skills Minimum Knowledge/Skills Requirements Leadership skills, analytical, process improvement, strategic, facilitation, communication skills, training skills. Ability to interpret policies and procedures. Experience in workforce management software. Background in statistical methods, modeling techniques and expert level user of MS Excel/Suite. Preferred experience with training, quality and customer service. Preferred Knowledge/Skills In addition to minimum qualifications, training on health plan issues and processes. Proficient in MS Office (Word, Excel, Powerpoint, Visio) Experience Minimum Experience Requirements 5 years or equivalent combination of education and experience in training, audits and reporting. Workforce management experience in call center operations or other high volume complex service or operational environment. Experience in business consulting, predictive modeling/forecasting, project management or operational analysis. Experience working in a fast paced environment with ability to effectively manage multiple projects, appropriately prioritize workload, and accurately respond to day to day functional needs. Preferred Experience 10 or more years or equivalent combination of education and experience in training, audits, reporting, performance metrics, and reporting. Workforce management experience in call center operations or other high volume complex service or operational environment. Experience in business consulting, predictive modeling/forecasting, project management or operational analysis. Experience working in a fast paced environment with ability to effectively manage multiple projects, appropriately prioritize workload, and accurately respond to day to day functional needs. License/Certifications Minimum License/Certifications Requirements None Required Preferred License/Certifications CWPP or ICMI WF Management certification Kaiser Permanente is an Equal Opportunity Employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, marital status, age, sexual orientation, gender identity or expression, or any other legally protected status.