Associate Director of Workforce Planning and Forecasting

Responsibilities:

• Customer Service Experience Improvement
• Serves as the WFM system owner and ensures Patient Engagement Center stakeholders are consistent with Workforce Management industry standards and best practices for real-time management, scheduling, forecasting, and capacity planning
• Leads Workforce capacity management and strategic planning that supports Patient Engagement at Penn Medicine
• Works with management teams to oversee workforce optimization programs to ensure innovation and standardization of best practices across all divisions
• Functional Planning & Execution
• Manages a team of workforce management and business analyst professionals who develop and manage long-term and short-term workload forecasting, staffing models, and call center performance metrics
• Identifies track and analyze key business drivers, providing proactive, solutions-oriented support to call center management
• Supports ongoing meetings with finance to ensure staffing is consistent with budget constraints
• Works to recognize, recommend, implement, and measure operational improvements
• Creates what if scenarios and presents recommendations for staffing, forecasting, and budgeting purposes to ensure the call center has sufficient resources to operate effectively
• Data Analysis & Strategic Planning that pertains to capacity management
• Drives/manages change in workforce forecasting and planning process with the goal of optimizing and sustaining a seamless Patient Experience
• Supports other Patient Engagement Center leadership and key stakeholders to address staffing issues by analyzing trends in call/contact volume
• Ensures that programs and KPI dashboards align with both Patient Engagement Center standards and the mission and values of Penn Medicine
• Drives efficiencies and performance improvements via careful analysis of call center data and identified/demonstrated performance gaps
• direct the analytical outcomes of call center systems data analysis
• Creates and produces reports on historical data and forecasting results from applicable systems. Analyzes and interprets data and independently implements solutions. Provides insight through analytics to call center leadership and maintain or create sustainable dashboards
• Proactively interprets data and recommend solutions to reduce risk, lower expenses and maximize operational efficiency and quality
• Partners with call center leaders to identify performance gaps and develop solutions
• Talent Management & Business Relationships
• Focuses on aligning existing staff to the current operational needs (1-12 months) as well as future strategic needs (1-3 years) of the business in partnership with Human Resources. Importantly, this role also aligns individual employee development and experience needs as part of the people strategy
• Management responsibility of direct reports including hiring, performance management, staff development and coaching
• Ensures that all staff have the necessary knowledge, skills and experience to deliver the objectives on behalf of each business unit requirements
• Responsible for the relationship with technology teams including Telecommunications, Strategic Decision Support, and the EPIC Transformation Team to ensure that the most up-to-date technologies are available and optimized for specific use by the Access System
• Enterprise-wide stakeholders at Penn Medicine. Collaborate with the call center Directors of Operations, key stakeholders, and leaders across the enterprise to foster transparency in the Patient Engagement Center
• Industry Expertise
• Keeps abreast of new trends in Workforce Management call center operations & actively monitors and incorporates the latest advancements and best practices in call center workforce management to enhance operational efficiency and effectiveness
• Defines and identifies how new technologies could reduce customer effort Identifies and assesses innovative technologies to streamline processes, reduce customer effort, and improve overall customer experience
• Serves as an accountable leader and the Penn Medicines’ organizations business liaison to help share best WFM practices across the enterprise

Education or Equivalent Experience:

• Bachelor of Arts or Science (Required); Master of Arts of Science (Preferred)
• Minimum 5 years of progressive experience in Call/Call Center management; experience in a Healthcare setting with emphasis on Patient Access (Required)
• Direct knowledge/experience in any or all of the following support functions is required: 
• • WFM, Workforce Analytics, and Call/Call Center Technology: 1 to 2 years of oversight experience in these areas is highly preferred
  • Experience leading major projects and change programs which impact an entire organization.
  • Experience of managing relationships at all levels
  • Effective track record of deployment optimization in a large organization. 
  • Experience in overall Talent Optimization