Manager Workforce Management | Contact Center

Drive Service Success: Join Liberty Dental Plan as Workforce Manager

Position Summary

This position will provide direction and support to the Workforce Management and Member Services teams. Will make strategic recommendations geared toward efficiencies in the call centers. Will utilize long/short term forecasting to provide staffing recommendations. Responsible for providing data and analytics for various departments, audits, and RFPs.

• Responsible for managing Workforce Management Team comprised of Intraday Specialists, Reporting Specialists, and Business Analyst.
• Use data to understand business trends to increase efficiency and refine processes.
• Responsible for managing call center resource planning and scheduling for the Member Services Department.
• Responsible for maintaining a productive and collaborative Workforce Management team.
• Responsible for working with call centers, IT, and Telecom staff, as well as Telecom vendors to optimize efficiency and customer satisfaction with the call center teams and resources for the organization.
• Ensure accuracy and timeliness of data and reports generated by the Workforce Management team.
• Participates in strategic business planning as it pertains to forecasting and planning.
• Partners with the management team to share responsibility for meeting service level and response time objectives across all contact channels.
• Manages the process of updating, tracking, and trending call data and agent activity through the daily Workforce Management system.
• Manages the constant flow of communication between Operations, Recruiting, Training and Quality, and Executive Management to achieve goals and promotes a customer-focused work environment.
• Demonstrates a commitment to Team Member engagement by participating in projects/tasks/activities that promote Team Member excitement and enthusiasm for their roles, commitment to the organization, and increased effort in their work.
• Demonstrates a commitment to LEAN by leading and implementing process improvement in the business unit(s).
• Demonstrates a commitment to understand and adhere to the Regulatory requirements as they relate to the business unit(s).
• All other duties as assigned

Education and/or Experience:

• BS/BA degree or equivalent experience.
• Minimum 3 years of supervisory experience.
• Minimum 5 years of call center experience working in a healthcare delivery setting.
  

Location:

Our employees are distributed in office locations in multiple markets across the United States. This position is HYBRID near our Tampa, FL, Tustin, CA or Las Vegas offices. are unable to hire or allow employees to work outside of the United States.

WHAT LIBERTY OFFERS

Happy, healthy employees enhance our ability to assist our members and contribute more actively to their society. That’s why LIBERTY offers competitive and attractive benefit packages for their employees. We strive to care for employees in positive ways that promotes wellness and productive employees.

Our first-class benefit package supports our employees and their dependents with:

• Competitive pay structure and saving options that help you reach your financial goals.
• Excellent 401k retirement benefits available which includes employer match and ability to save via a Roth IRA, plus immediate vesting during Safe Harbor period and professional financial advice through Financial Engines!
• Medical insurance offered with low-cost premium for employee only coverage and LIBERTY subsidizes 50% of dependent coverage for eligible enrolled dependents.
• 100% employer paid dental coverage for employees and eligible dependents.
• 100% employer paid vision coverage for employee only coverage, low-cost premium for dependents!
• Company paid basic life and AD&D coverage; options to elect additional supplemental coverage.
• Long Term Disability coverage
• Expansive wellness program including companywide Get Active challenges and Burn-A-Long with option for gym discounts.
• Employee Assistance Program
• Generous vacation and sick leave with the ability to roll time over.
• 11 paid company holidays
• Tuition Reimbursement
• Remote or Hybrid options for various positions
• And so much more...

Compensation:

In the spirit of pay transparency, we are excited to share the base salary for this position is $79,389 - $99,305, exclusive of fringe benefits or potential bonuses. If you are hired at LIBERTY, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any, final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth.

LIBERTY Dental Plan commits to maintaining a work environment that acknowledges all individuals within the workplace and will continue to engage in practices that are inclusive of all backgrounds, experiences, and perspectives. We strive to have every person within the organization have a sense of belonging while encouraging individuals to unleash their full potential. LIBERTY will leverage diverse perspectives in building high performance teams and organizational culture.

LIBERTYDental Plan will continue to strengthen and develop external partnerships by providing equitable health care access and improving population health in the communities we serve.

We comply with all applicable laws and regulations on non-discrimination in employment, recruitment, promotions, and transfers, as well as work authorization and employment eligibility verification requirements.

Sponsorship and Relocation Specifications:

LIBERTY Dental Plan is an Equal Opportunity Employer / VETS / Disabled.

No relocation assistance or sponsorship available at this time.