Senior Manager, Capacity Planning & Reporting

Role Description

Senior Manager, Capacity Planning & Reporting is responsible for developing a staffing strategy to optimize staffing and digital resources to meet all regulatory and quality requirements. This role will work to develop strategies to achieve optimal cost-per-contact rates in all areas of our operations. They will also be responsible for overseeing and approving all external reporting to regulatory partners and ensure our internal data sources are aligned and configured to accurately represent operational performance. This is a leadership role who will closely partner with internal teams, including but not limited to, Workforce Management, Training, Operational Leadership, and Talent Acquisition to understand changing business requirements and proactively address identified staffing or operational needs.

• Maintain an ongoing staffing plan for all operational teams that is aligned with departmental budget requirements.
• Work with Finance to develop budget recommendations for operational teams based on forecasted need and optimization opportunities.
• Deliver regulatory and contractual required reporting for all lines of business, ensuring 100% accuracy and meeting required deadlines.
• Partner with cross functional stakeholders to identify root cause of any missed metrics.
• Implement agent scorecards, providing views of daily, weekly, monthly and annual performance for use in employee development, performance management, and annual reviews across clinical and non-clinical call centers.
• Lead change initiatives that are data-driven, through the use of reporting and Speech Analytics tools.
• Develop and implement a departmental strategy for continuous improvement based on insights gained from Speech Analytics.
• Assess current state processes and improvement opportunities and effectively apply process improvements by applying Lean, Six Sigma, DFSs etc. methodologies and develop a platform of continuous improvement and knowledge transfer.
• Ensure improvement initiatives are focused and aligned with improving key operational functions and organization goals.
• Participate in organizational strategic planning to advance a culture of continuous improvement.
• Perform periodic audits of reporting inventory to ensure data integrity, accurate formulas, and consistency across reports.
• Ensure call center engineering is configured and designed to accurately track metrics required by state regulations.
• Partner with engineering teams to escalate and resolve any technology related issues impacting ability to service members and providers in both clinical and non-clinical call centers.
• Maintain, analyze, and report on monthly/annual budget trends to ensure proper invoicing and expense management.
• Improve process capabilities as it relates to Workforce optimization, capacity planning and forecast analytics to +/- 5% accuracy.
• Evaluate enterprise staffing needs and weigh against effectiveness of available internal capacity.
• Ensure leadership team and real time team are aware of unmitigated capacity shortages that will put key performance indicators at risk.
• Analyze forecasted volume with consideration to historical trends and initiatives known to impact workload minutes or staffing.
• Perform any other job related duties as requested.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, or a related field required.
• Master's degree is preferred.
• Equivalent years of relevant work experience may be accepted in lieu of required education.
• Seven (7) years of experience in call center forecasting, workforce management, and/or call center data analysis required.
• Five (5) years Management experience leading teams of analysts, with a focus on data analytics and data driven decision making required.
• Experience in a multi-site call center operation with at least 500 seats required.
• Experience in maintaining and overseeing departmental budget goals required.
• Experience with CRM and WFM software required.

Competencies, Knowledge and Skills

• Expertise in customer experience strategy and the ability to design integrated service solutions across multiple digital channels.
• Knowledgeable in Speech Analytics and developing data use strategies.
• Familiar with NICE WFM systems.
• Advanced knowledge of Microsoft Word, Excel, PowerPoint, and Visio.
• Strong data analysis and trending skills.
• Knowledge of call center operations and trends.
• Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics.
• Ability to work in a fast-paced environment.
• Strong attention to detail.
• Ability to develop, prioritize and accomplish goals.
• Strong decision making and problem-solving skills.
• Exceptional written and verbal communication skills.
• Strong interpersonal skills and high level of professionalism.
• Ability to work independently and within a team environment.
• Effective active listening and critical thinking skills.
• Display a customer service, member-focused orientation.

Licensure and Certification

• Certified Lean Six Sigma Black Belt preferred.

Working Conditions

• General office environment; may be required to sit or stand for extended periods of time.
• Travel is not typically required.

Compensation Range

$94,100.00 - $164,800.00

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level.

In addition to base compensation, you may qualify for a bonus tied to company and individual performance.

We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type

Salary

Organization Level Competencies

• Fostering a Collaborative Workplace Culture
• Cultivate Partnerships
• Develop Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.