Manager, Workforce And Traffic
Current• Responsible for creating call routing design and campaigns for large outbound and inbound care center• Lead decision-making relating to engagement approach for all clients• Drive production improvement through analytics, reporting, goal and target setting• Creation of multi-channel engagement solution, Genesys, resulting in a 30% decrease in cost per call year one and demonstrated continued decrease subsequent years• Drive campaign success through motivation both inter and intra-departmentally• Create all reports related to telephony, cost, engagement• Led RFP selection process and deployment of multi-channel contact center solution (Genesys) with auto dialer, chat, SMS and email functionality. Resulting in increased net engagement rates by 10%.• Deployed auto dialer solution technology for targeted outreach campaigns, recognizing a cost of total care reduction of 2% as measured by Centers of Medicare/Medicaid pilot program. • Established revenue and forecasting methodology to the care center, meeting or exceeding targeted revenue projections on a month by month basis. • Implemented hiring, training and performance management models which support profit center.
