Contact Center Specialist IV, Workforce Management

In addition to the responsibilities listed below, this position is responsible for maintaining key performance indicators (KPIs) in a moderately complex contact center(s) and/or region(s) by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs; tracking adherence to schedules and identifying any net staffing gaps caused by absences or offline exceptions and making recommendations to close net staffing gaps; analyzing and approving time-off requests; monitoring and ensuring all policies and procedures are contractually compliant; collaborating with stakeholders and leaders to address trends and incorporating into future forecasts; monitoring offline activities and allocating resources; identifying and resolving technical issues related to systems; assisting with system outages and disaster recovery; conducting ongoing root cause analysis of metric failures to drive process improvements as well as participating in the maintenance of tools and planning of solutions; and providing training on software and procedures.

• Promotes learning in others by proactively providing and/or developing information, resources, advice, and expertise with coworkers and members; builds relationships with cross-functional/external stakeholders and customers. Listens to, seeks, and addresses performance feedback; proactively provides actionable feedback to others and to managers. Pursues self-development; creates and executes plans to capitalize on strengths and develop weaknesses; leads by influencing others through technical explanations and examples and provides options and recommendations. Adopts new responsibilities; adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; champions change and helps others adapt to new tasks and processes. Facilitates team collaboration to support a business outcome.


• Completes work assignments autonomously and supports business-specific projects by applying expertise in subject area and business knowledge to generate creative solutions; encourages team members to adapt to and follow all procedures and policies. Collaborates cross-functionally and/or externally to achieve effective business decisions; provides recommendations and solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Supports the development of work plans to meet business priorities and deadlines; identifies resources to accomplish priorities and deadlines. Identifies, speaks up, and capitalizes on improvement opportunities across teams; uses influence to guide others and engages stakeholders to achieve appropriate solutions.


• Supports contact center services by: coaching team members to obtain and provide information and resources necessary to support a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors) over various communication platforms; and tracking and resolving moderately complex and/or escalated issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors) as well as following procedures to escalate issues requiring additional review to senior team members.


• Enables contact center operations by: leveraging advanced knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to ensure consistently high performance; and examining moderately complex operational performance data and reports to identify and recommend areas for performance improvement.


• Contributes to the development of contact center operational insights by: analyzing moderately complex operational data to provide contact center operations analysis insights; identifying complex operational improvements based on operations analysis results and utilizing best practices to develop and apply solutions; and populating and interpreting complex operational reports and other analytical outputs to share insights with team members and leadership.


• Contributes to contact center service quality and effectiveness by: investigating moderately complex service quality concerns submitted by members, internal KP staff, and any external agencies; and making recommendations and executing strategies to remedy contact center quality concerns.