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Sr. Manager Member Experience Operations
Posted on 4/20/2022
Belmont, MA, USA
Experience Level
Desired Skills
  • The ability to work in a startup environment: which means being transparent in your work, what's going well, what's not
  • You put the desire to achieve member satisfaction at the forefront and consider the employee to be your customer. You drive a culture that supports excellence in service delivery
  • Scrappy- we are a small team and wear many hats. You are resourceful, comfortable defining new processes and excited to create standard operating procedures
  • Ability to manage an operation to SLAs and productivity goals
  • Ability to adapt to change quickly and strong ability to problem solve
  • Strong analytical skills, including use of data to drive operational decisions
  • You can articulate and break down complex information
  • A super proactive “get it done” attitude- and the skills to back it up
  • Strong written and verbal communication skills, including data presentation. You have strong follow-up and project management skills. (3+ years leading large cross-functional processes)
  • Strong attention to detail, organized and thorough
  • You help create environments of safety and joy for the teams you manage
  • Skilled in implementing and managing projects, observing outcomes and interpreting results
  • Ability to coach and collaborate with team members to promote optimal use of time
  • Growth mindset- you seek feedback, comfortable soliciting thoughts from others and are motivated to reflect and apply learnings
  • Build our WFM program across main functions (Forecasting, Scheduling, Real-time Operations)
  • Partner with the broader operational leadership team to drive continuous optimization across WFM processes
  • Analyze changes with membership and productivity data to produce & maintain accurate forecasts, schedules and staffing projections
  • Identify, collect, track and improve key performance metrics to manage and improve WFM performance
  • Build staffing models that support staff engagement, growth & ability to provide an excellent member experience
  • Manage analysts for real-time monitoring to make adjustments to staffing in phone queues, and coach on adherence to schedules
  • Achieve phone service level goals through high quality forecasting, scheduling and real time management
  • Develop high quality forecasts of contacts and run “what if” scenario models to inform near-term and long-term staffing plans
  • Evaluate business processes, anticipate requirements, uncovering areas of improvement and recommending solutions
  • Monitor daily and intraday call volume, average handle time, shrinkage and other critical staffing metrics as measured against forecast & report out on trends and opportunity areas. Work with service leadership to reallocate resources as necessary
  • Generate & evaluate scheduling for +400 FTE across two time zones. Proactively identify staffing gaps and implement necessary scheduling adjustments
  • Oversee scheduling of daily/weekly off queue activities to maximize guide and member experience while also minimizing the impact on SL (i.e. training, meetings, outbound campaigns, etc.)
  • Build reporting for daily/weekly/monthly summaries of events on service levels and overall performance
  • Report on agent-level KPIs to improve team productivity
  • Produce reporting on schedule adherence, productivity & other ad-hoc needs
Desired Qualifications
  • 7+ years of workforce planning or operational experience, including leadership of a WFM team or function
  • Comfortable using Google Suite to build reports, charts, graphs to conduct analysis and share performance data
  • Experienced using WFM software platform to manage contact center operations (we use Calabrio/Teleopti)
  • Analytical mindset-strong analytical and troubleshooting/problem solving skills, has the ability to tell the story and drive improvements using data
  • SQL skills a plus
  • Previous Healthcare experience a plus
Devoted Health

51-200 employees

Healthcare company serving seniors
Company Overview
At Devoted Health, they want to make healthcare easier, more affordable, and a whole lot more caring.
  • Comprehensive health plan
  • 401(k) retirement plan
  • Generous vacation and holiday time
  • Lyra mental health resources
  • Time off to vote
Company Values
  • Members first - Our Members are our #1 priority. Our work puts them first.
  • Resilience matters - Setbacks don't discourage us. We bounce back and keep going.
  • Speed wins - We set clear goals. Get them done. Then repeat.
  • It takes a team - We build diverse teams and believe that we do our best work together.