[Remote] Workforce Business Support

Note: The job is a remote job and is open to candidates in USA. SCAN Group is a not-for-profit organization dedicated to tackling pressing issues facing older adults in the United States. The Workforce Business Support role focuses on providing excellent customer service to contracted Brokers and SCAN Sales Representatives, ensuring adherence to contact center queues, and supporting workforce management activities.

Responsibilities

• Provide excellent customer service for contracted Brokers and SCAN Sales Representatives that call into the Sales Support phone line
• Primary responsibility is contact center queue adherence by Member Services advocates. This requires monitoring various inbound/outbound queues and telephony system channels (voice, text, email, secured message, etc.). After identifying potential non-adherence, this role will follow up with either management or directly with advocates to research situation. Depending upon area of need for a queue and channel, it may partner with WFM (workforce management) team members to assign additional advocates in order to promote service level, enhance member experience, and/or reduce member call abandonment
• Secondary responsibility will be to utilize available reporting and tools to identify/research potential call or channel avoidance. Confirmed avoidance by an advocate will be escalated to management
• Beyond the above responsibilities, this role is to serve as a back-up to Workforce Analyst and Workforce Senior Analyst roles as needed. This may include following activities:
• Schedules Member Services staff to ensure appropriate coverage throughout hours of operation. Publishes schedules to team and maintains agent schedules in real-time. Adjust staffing, call delivery and skill as required to achieve optimization
• Monitors attendance and schedule adherence and adjusts staffing to ensure adequate coverage. Processes staff requests for time-off and schedule adjustments
• Evaluates and processes all schedule adherence exceptions through the Workforce Management System
• Schedule and monitor all required training for team. Schedule staff meetings, performance discussions and other off-phone activities
• Works with IT and workplace services to ensure system access, workspace and equipment requirements are met
• Follows all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follows all HIPAA requirements
• Contributes positively to the department and organization as an individual contributor as well as fostering an environment of 'teamwork'
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members
• All other duties as assigned

Skills

• Bachelor's Degree
• Problem solving skills
• Strong communication skills
• Ability to maintain a calm demeanor at all times
• Proficient in MS Office, PowerPoint, and Excel
• 1-2 years or more of workforce management experience preferred
• Call Center experience in an HMO, medical environment, customer service-related field highly desirable
• Experience with WFM software products
• Experience with workforce management products and phone switch monitoring
• Experience in Genesys

Benefits

• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• Robust employee recognition program
• Tuition reimbursement

Company Overview