Consultant - Service

This position will report to the Sr. Manager of Workforce Planning (WFP) and will participate in long-term strategic capacity planning, advanced short-term tactical planning, and collaboration with business partners. Facilitate meetings and workgroups with senior leaders, introduce recommendations to underlying business issues, build strong internal and external relationships, demonstrate influencing skills, and communicate effectively at all levels. Complete complex data analytics and workforce planning techniques to consult with business leadership, provide strategic recommendations, and complete ad hoc business modeling requests.

Responsibilities

• Works with peers and leaders across the division to meet service level agreements.
• Strategize with cross-functional teams to ensure each business area has sufficient resources to plan upcoming new hire classes and cross-trainings.
• Collaborate with business leaders across Service and Operations to continuously evolve our service center, support efforts to improve the customer experience, and grow our omni channel strategies.
• Provide long-term strategic forecasts for our business partners.
• Maintenance of Verint workforce management tool including a focus on continuous improvement of the tool.
• Provide staffing models for ongoing strategic capacity planning and ad hoc project requests.
• Support the organization's ongoing financial goals by providing detailed modeling analyzing the budgetary implications of hiring and performance changes, the cost per contact, and the ROI of various project implementations.
• Work within an existing high-performing team to deliver high-quality standard reporting with recommendations.
• Build successful interpersonal relationships with business partners and leadership teams across Member Service, Medicare Markets, Live-Chat, Provider Service, FEP, and Provider Dental.
• Serve as liaison between Workforce Planning and Call Center Technology Operations team; ensuring call routing updates and reporting enhancements align with business needs.
• Manage partnership with third-party outsourcers with teams located in multiple localities.
• Support junior members of the team as a trusted resource on the entire WFM lifecycle, providing strategic guidance on managing real-time performance, schedule maintenance, and reporting.
• Think creatively about solutions to complex business issues related to staffing.

Qualifications

• Very strong leadership, communication, and influencing skills.
• Proficient in modeling & analysis. Knowledge of statistical concepts is desirable.
• Very strong quantitative, analytical, and problem-solving skills.
• Ability to work in a fast-paced environment and manage competing priorities.
• Solid initiative, driven self-starter; able to work independently and manage results.
• Ability to think broadly, but understand details and operational realities.
• Demonstrated ability to analyze and evaluate complex issues, prepare, and present reports at various levels of leadership.
• Collaborative with the ability to work on cross-functional teams effectively.
• Positive attitude, flexibility, and ability to work within tight time constraints or various schedules as needed.
• Ability to differentiate between important and urgent deliverables, requests, and issues.

Requirements

• BA/BS degree in business, healthcare, or related experience including utilization of Workforce Management Technology with capacity modeling.
• 4 - 6 years of call center experience.
• Ability to lead complex deliverables, initiatives, and represent the team through planning and leading operational/cross-functional teams.
• Independent with a commitment to high-quality performance through integrity, accountability, compassion, and teamwork.
• Team-oriented; ability to communicate with all levels of the organization to ensure quality-driven results.
• Positive attitude, maintaining a professional demeanor during times of stress and the ability to reflect this trait onto others.
• Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction.
• High school degree or equivalent required unless otherwise noted above.

Pay

Salary Range: $105,840.00 - $129,360.00. This job is also eligible for variable pay.

Schedule

Time Type: Full time

Benefits

• Paid time off.
• Medical/dental/vision insurance.
• 401(k).
• A suite of well-being benefits.

Location: Boston, Hingham