Job ID: J134934
Company: Highmark Inc
Location: Pittsburgh, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Nov 8, 2018
Workforce Planning Intraday Manager has the ability to contribute major new innovations to the business, and is a strong communicator and networker to build successful working relationships within the organization. This position requires a background in quantitative planning with an ability to think broadly and strategically about scheduling and intraday functionality. This position will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
Workforce Planning Intraday Manager will focus on the following areas: Initially assist in creating and structure a scheduling / intraday department for inbound call and offline groups; direct intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage and maximize efficiency and occupancy while attaining performance and service level requirements; collaborate with key stakeholders to identify opportunities for improvement of workforce utilization and service levels; react to changes in daily / weekly / Monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels; be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment; demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders.
Essential Job Functions:
Knowledge, Skills and Abilities
Referral Bonus: Level 1
SummaryProvide visibility to executive leadership that operations work inventory and performance is managed across all operational tiers to achieve the highest performance at the lowest cost. Monitor inventory levels and processing capabilities and executes actions to ensure that the performance metrics reach the highest possible level. Ensure that staff is appropriately scheduled to exceed performance standards. Executes protocols and activities to plan around and recover from business interruptions.
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
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