Manager, Call Center Systems

What You Can You Expect?

Find joy in serving others with IEHP! We welcome you to join us in "healing and inspiring the human spirit" and to pivot from a "job" opportunity to anauthentic experience!

The Manager, Call Center Systems is responsible for planning and coordinating all aspects of enterprise-wide contact center systems, technical support, and maintenance. The manager will be responsible for representing all IEHP contact center business units in the analysis, implementation, and maintenance of tools and software utilized to perform contact center related processes. This position works collaboratively with IEHP senior management and Contact Center leaders to develop strategies to enhance operations and achieve department objectives. The manager is responsible for overseeing a team that provides operational and systems support to call centers including forecasting, scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals. The incumbent will also be responsible for identifying trends and providing root-cause analysis to drive business decisions for Call Centers, as well as LEAN process improvement activities.

Key Responsibilities:

1.Identify and set appropriate requirements standards and parameters for all IEHP contact center systems and applications.

2.Communicate Business requirements quality standards and parameters to the development team and other appropriate staff related to contact centers.

3.Analyze each IEHP contact center organizational needs in comparison to system capabilities and staff resources to ensure business units meet all operational requirements.

4.Responsible for working with software vendors to develop a project plan and an implementation task list and provide the IEHP management team with a monthly status report to indicate key activities accomplished during the month as well as critical path tasks that remain outstanding.

5.Maintain knowledge of current advances in information technology related to contact centers and make recommendations for the application of specific technology where appropriate.

6.Maintain compliance with federal, state, local, and organizational laws, regulations, guidelines, and policies.

7.Oversee Workforce Management Team that supports IEHP call centers.

8.Oversee IEHP call center technologies.

9.Work with contact center, IT and Telecom staff as well as Telecom vendors to optimize efficiency.

10. Participate and collaborate with call center business unit leaders in strategic business planning.

11. Provide recommendations to senior leadership based on analyzing call data, forecasts, and variances to ensure optimal service levels are always met.

12. Manage the constant flow of communication between Operations, Recruiting, Training and Quality, STAT, Readiness and Executive Management to achieve goals and promote a customer focused work environment.

13. Demonstrate a commitment to LEAN by leading and implementing process improvement in the business unit(s).

14. Demonstrate a commitment to understand and adhere to the Regulatory requirements as they relate to the business unit(s).

15. Serve as the workforce management subject matter expert for other departments, internal customers, and workforce management team members.

16. Lead WFM meetings with Contact Center leadership team to discuss upcoming business needs to assist with forecasting and scheduling in order to effectively meet business goals and service levels.

17. Hire, train, and manage support staff, while monitoring and evaluating outcomes.

18. Conduct performance reviews of each Team Member within IEHP guidelines.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP's Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks!

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary.

• Hybrid schedule.

• CalPERS retirement.

• State of the art fitness center on-site.

• Medical Insurance with Dental and Vision.

• Life, short-term, and long-term disability options

• Career advancement opportunities and professional development.

• Wellness programs that promote a healthy work-life balance.

• Flexible Spending Account - Health Care/Childcare

• CalPERS retirement

• 457(b) option with a contribution match

• Paid life insurance for employees

• Pet care insurance

Education & Requirements

• Minimum of seven (7) years of experience with workforce and forecasting analysis utilizing industry software. Four (4) years of experience in a leadership role. Experience in a multi-skill, multi-site call/contact center operation is required. Experience with databases and/or data manipulation.

• Bachelor's degree from an accredited institution required.

Key Qualifications

• Must have a valid California Driver's License.

• Knowledge of Workforce Management and Telephony tools such as Verint, Blue Pumpkin, and CISCO

Start your journey towards a thriving future with IEHP and apply!