Analyze and prepare historical business volumes, staffing patterns, and contact volume forecasts to accurately plan and manage short and long-term staffing needs for Customer Care Centers.• Establish and oversee planning, forecasting, and scheduling processes to ensure all processes are meeting expected variance targets, and to improve accuracy of both short- and long-term forecasting.• Develop and maintain WFM systems and processes to provide accurate projections and forecasts for the optimal management of current and future capacity requirements. Track exceptions to work schedules, plan to shrinkage rates, and partner with managers to implement appropriate staffing levels.• Assist in the development of reporting and processes to plan for staffing augmentation; analyze reporting outcomes to determine recruiting needs• Acquire and leverage business, industry, and technical knowledge and existing core systems to develop models that drive planning and workflow functions. Evaluate staffing utilization data and turnover trends and develop alternatives to improve efficient staffing. • Ensure the accurate compilation and distribution of information and reports to identified stakeholders.• Promote education and understanding of business requirements and workforce management practices among call center management and agents.• Establish expectations, goals, and performance objectives, and manage performance on an ongoing and annual basis. • Coach direct reports and provide guidance on performance and productivity issues• Understanding of the successful project planning, project implementation, development of work plans, evaluation, communication planning and final analysis.• Interface with Managers as needed for escalation of service impacting issues; align internal projects with Customer Care strategies

1-Analyze ACD and workforce management software to monitor call center performance and review actual results against IEHP’s objectives, campaigns and assumptions for call center and agent level performance indicators. Provide regular feedback to Management and chart recommendations and changes required. Perform actual vs. forecast variance analysis.2-Intraday management to optimize agent resource allocation.3-Manage Adherence activities, exceptions and alerts.4-Serve as the workforce management subject matter expert for other departments, internal customers and workforce management team members. Assist with training of team members on Workforce Management policies and procedures.5-Attend meetings to review performance metrics for prior and current performance.6-Real-time management of agent state reports.7-Real-time management of queue activity to manage optimal service level results.8-Real-time management of agent skilling activity and adjust as deemed appropriate to achieve service level goals.9-Intraday management of requests for scheduled activities (Meetings, Trainings, Outbound Campaigns, Coaching, etc).10-Provide support for other Workforce Management team members when business conditions require or as directed by Manager.11-Identification and communication of intraday risks to Call Center Systems Manager and WFM team.12-Responsible for learning related company technology used in call center, at level required of position, including Telephone/ACD system, CRM, and other operating systems.13-Management of the non-phone related activities (Time Off, Meetings, Training, etc).

1-Gathers data and conducts appropriate statistical analyses.2-Prepares interpretations of statistical information and makes recommendations for improved management and program planning decisions. 3-Designs questionnaires and other data collection methods to support the collection of statistics used for management decisions by the department.

1-Prepare and review operational reports and schedules to ensure accuracy and efficiency.2-Oversee the flow of cash or financial instruments.3-Prepare financial or regulatory reports required by laws, regulations, or boards of directors.4-Review collection reports to determine the status of collections and the amounts of outstanding balances.