Workforce Management Supervisor - Call Center
Posted on: 9 Apr 2021
Cumberland, RI
Job Description
Job Description
The Workforce Management Supervisor is a critical role that works closely with the contact center leadership team on initiatives to support overall operations, while also identifying and improving performance. Responsible for call volume forecasts and service level performance for over 50 different inbound call skills, supporting 6 lines of business and appropriate scheduling of 650+ call center agents at 4 call center locations. Also responsible to develop his/her team and their growth through training and coaching as well as ensuring compliance with all WFM, department, and company policies and procedures.
Develop strategies utilizing the WFM tools such as IEX and Avaya to ensure optimal skilling and shrinkage utilization to meet service level objectives for all lines of business
Review past data, to provide forecasted workload, changes, assumption and inputs, along with solutions-oriented support for the team and escalate discrepancies in data to management with recommendations for action.
Responsible for assisting in the development of his/her team and their growth through training and coaching as well as ensuring that they are compliant with all WFM, department, and company policies and procedures.
Prepare and deliver detailed performance data to leadership on a daily basis with a monthly readout on results and opportunities.
Required Qualifications
- 5+ years call center work experience and solid workforce management experience in an inbound and outbound center environment
- 5+ years of experience working with Word, Excel, Access, and PowerPoint
- Experience using workforce management software, telecommunication or other call center systems (e.g., Avaya CMS, IEX Totalview, Aspect eWFM)
Preferred Qualifications
- Prior Supervisor experience
Education
Bachelors degree or equivalent work experience.
Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
Aetna
Hartford, CT
Aetna Inc. operates as a health care benefits company in the United States. It operates through three segments: Health Care, Group Insurance, and Large Case Pensions. The Health Care segment offers medical, pharmacy benefit management service, dental, behavioral health, and vision plans on an insured and employer-funded basis. It also provides point-of-service, preferred provider organization, health maintenance organization, and indemnity benefit plans, as well as health savings accounts and consumer-directed health plans.
In addition, this segment offers Medicare and Medicaid products and services, as well as other medical products, such as medical management and data analytics services, medical stop loss insurance, workers’ compensation administrative services, and products that provide access to its provider networks in select geographies. The Group Insurance segment offers life insurance products, including group term life insurance, voluntary spouse and dependent term life insurance, group universal life insurance, and accidental death and dismemberment insurance; disability insurance products; and long-term care insurance products, which provide the benefits to cover the cost of care in private home settings, adult day care, assisted living, or nursing facilities.
The Large Case Pensions segment manages various retirement products comprising pension and annuity products primarily for tax-qualified pension plans. The company provides its products and services to employer groups, individuals, college students, part-time and hourly workers, health plans, health care providers, governmental units, government-sponsored plans, labor groups, and expatriates. Aetna Inc. was founded in 1853 and is based in Hartford, Connecticut. As of November 28, 2018, Aetna Inc. operates as a subsidiary of CVS Pharmacy, Inc.
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IndustryInsurance
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No. of Employees47,950
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Website
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Jobs Posted12672
