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NYU Medical Center Workforce Manager-FGP Contact Center -Boynton Beach-Florida in New York, New York

Workforce Manager-FGP Contact Center -Boynton Beach-Florida

Tracking Code

1058775_RR00032773

Job Description

NYU Langone Healthis a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, includingfive inpatient locations,a children’s hospital,three emergency roomsand a level 1 trauma center. Also part of NYU Langone Health is theLaura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated cancer center, andNYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go tonyulangone.org, and interact with us onFacebook,Twitter,YouTubeandInstagram.

NYU Langone Florida is opening a new state-of-the art Contact Center in Boynton Beach, FL. The Center will be a 200+ seat Contact Center that provides a single and centralized point of patient access to physician services across several disciplines. The new center will be staffed with a team ready to provide patients with an exceptional high quality, friendly and efficient experience using the latest contact center equipment and technology.

Position Summary

The Workforce Management (WFM) Manager is responsible for forecasting and the creation, maintenance, and intra-day schedule management for the NYULH FGP Contact Center. The position will provide for tactical planning, schedule adjustments, and trend analysis to ensure that the Contact Center achieves service level objectives that result in a world-class Patient/Customer Experience.

The Manager will monitor events that impact transaction volume across all channels (voice, email, and chat) and analyze staff availability and workforce utilization. In addition to forecasting, this position will provide for staff allocation, time-off requests, contribution to capacity, and workload management utilizing Workforce Management software.

The WFM Manager will utilize appropriate systems, tools, and reports to assure optimum staffing levels. They will analyze and review operational performance, compare results against business objectives and KPIs, and provide feedback/recommendations to management on process improvements. This position will play a direct role in ensuring that company policies are followed.

Responsibilities

  • Support Contact Center management team in analyzing trends in call/contact volume, call patterns, staff productivity, attrition rates, and resource allocation; report results to appropriate staff.

  • Maintain consistent and quality communication with agents and practices; assure that a consistent means exists for funneling information updates to agents.

  • Participate in multidisciplinary quality and service improvement teams as appropriate.

  • Analyze call volume history, calling patterns, business events, service levels, and associated data to accurately forecast call/contact load and number staff required to achieve service level and workforce optimization; organize frontline schedules.

  • Monitor incoming volume across all channels (voice, email, and chat), handle times, service levels, headcount, non-phone work, and other statistics (shrinkage) to ensure the appropriate number of agents available to meet Contact Center performance goals.

  • Provide direction to personnel on events that impact volume, handle time, arrival patterns, or other dynamics relevant to workforce utilization.

  • Capture and organize Contact Center call/contact volumes and distribution trends (intraday, seasonal, peak periods); disseminate information to Contact Center management and personnel as needed (e.g., schedules, forecasts, analysis, reports, and recommendations); maintain the skills and schedule (capacity) of agents; coordinate daily staffing operations with appropriate Contact Center management.

  • Analyze trends, call/contact volume, arrival patterns, staff productivity, attrition rates, etc. ; provide trend analysis and feedback to management to improve call, handle time, and shrinkage forecasts; identify/report staffing concerns that negatively impact service level performance; provide key insights from analysis and interpretation of data.

  • Manage and maintain agent schedule exceptions, shift requests and assignment, time off requests, contribution to capacity (adherence) performance, and reporting, as well as training and meeting schedules.

  • Manage intra-day resource allocation, skills availability, and distribution in order to meet service level goals utilizing appropriate systems and software; monitor resources, call queues, and skills management.

  • Utilize appropriate Contact Center workforce management (WFM) systems, tools, and reports to assure optimum staffing levels.

  • Ensure staffing models are in line with current budget; assist in forecasting future staffing budgets for the Contact Center.

  • Facilitate the onboarding of new hires, additional providers, new campaigns, etc.

  • Analyze and review operational performance, compare results against business objectives and KPIs, and provide feedback/recommendations to management on process improvements.

  • Perform other duties as assigned.

Qualifications

  • Must have a bachelors degree in a related discipline and three to five years of direct experience in workforce management (forecasting, scheduling, analyzing) within a Contact Center, preferably with experience utilizing CISCO UCCE and Verint/Calabrio WFM and or/the equivalent combination of education and work experience.

  • Must have demonstrated experience in workforce planning, forecasting, scheduling, trend analysis, and statistical reporting.

  • Must have demonstrated hands-on experience with Contact Center WFM/reporting systems.

  • Must have strong analytical and mathematical orientation and be detail oriented; experience in trending and statistical reporting is preferred.

  • Must have experience and/or knowledge of ACD phone system functionality (preferably CISCO UCCE).

  • Must have strong computer skills with a proven understanding of Healthcare systems (e.g., scheduling and electronic health record software), Microsoft Office desktop applications, and Contact Center systems (e.g., WFM, ACD, Quality), and Salesforce.

In return, we offer an extremely competitive salary and benefits package, along with career growth opportunities within a dynamic and diverse workplace focused on process improvement, staff development, and the ongoing expansion and enhancement of our services.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sexual orientation, national origin, age, religion, creed, disability, military and veteran status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision.

Company Location

NYU Langone Health

Department

NLF-Patient Contact Center (C1774)

Position Type

Full-Time/Regular

Shift

09:00 AM to 05:00 PM

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