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Manager, Customer Solution Center Workforce and Vendor Management

Job Category:  Management/Executive
Department:  Office of CSC Excellence
Location: 

Los Angeles, CA, US, 90017

Position Type:  Full Time
Requisition ID:  6743

 

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members in five health plans, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

 

“As a condition of employment, L.A. Care requires a COVID-19 vaccine. This requirement includes our remote workforce. If you would like to request an exemption, L.A. Care has implemented a process to consider exemptions, for documented medical conditions and sincerely held religious beliefs. L.A. Care will review all exemption requests prior to proceeding with the recruitment process.”

Job Summary


The Manager, Customer Solution Center (CSC) Workforce and Vendor Management is responsible to develop staffing plans and Work Force Management (WFM) practices in order to monitor real time performance delivery, meet contractual obligations and maximize staff retention.  Present innovative solutions concisely and effectively to senior management and clients. Ability to communicate with all levels of internal management and analysts, call center vendor leadership teams, clients and Cognizant Operations on a professional level. Control & check production of performance reports. Share Best Practice across all contracts and continuously identify the opportunity for WFM Automation and plan for Automating the identified reporting areas. Automation of reports should result in continuous reduction of time and effort in creation of reports. Managing and developing a team of skilled Management Information specialists in the delivery of cost effective, value adding Contact Centre Service solutions. Lead, recruit, motivate and develop staff in order to enhance performance delivery, meet contractual obligations and maximize staff retention.

 

In support of the vendor relationship, the CSC Workforce and Vendor Manager will provide well thought-out recommendations for enhancements, new strategies, etc. as well as related informative presentations detailing vendor performance and progress. Coordinate and facilitate monthly and quarterly operational review and related meetings, trainings, etc. with the vendor and various internal and external staff and stakeholders. Be proactive in identifying opportunities to improve performance and delivery of Reporting vertical, reducing costs, improve service levels, optimize customer satisfaction and effectively influence key decision makers and manage relationships with senior management, clients and own teams, to the highest standards of integrity and professionalism.  Internal and external Audit Management with processes and controls and perform One-on-Ones and Monthly/Quarterly reviews.

 

In addition, the Workforce and Vendor Manager ensures that all Call Center workflows and processes are in place for the Interactive Voice Recognition (IVR), Automated Call Distributer (ACD), Member Eligibility Information System (MEIS) and QNXT Member Eligibility Information System (QMEIS). The position works with Information Services (Telecommunications Specialist), the Quality Review Team, and Call Center Supervisors to monitor daily call center patterns, member lines and quality of telephone equipment, IVR, Automated Call Distributer and Telecommunication Device for the Deaf (TDD) line enhancements. The Manager works closely with senior leaders with professionalism and discretion of handling sensitive information, with emphasis and focus on the Senior Director’s needs and other department’s heads; and, provides ad hoc reports. Manages all aspects of running an efficient  team, including hiring, supervising, coaching, training, disciplining, and motivating direct-reports.

Duties

Prepare annual and monthly hiring forecasts, responsible for forecasting for all contact centers. Oversee creation and maintenance of agent schedule based on volume forecasts, skills and work rules.  Provide support, coaching and development to corporate schedulers.

 

Develop and evaluate recommendations for new methods, procedures and implementation plans. Identify areas for continuous improvement and serve as expert and main point of contact for Workforce Management software (NICE WFM). Reviews customer solution center policies and procedures.

 

Analyze and communicate on vendor performance relative to established service level agreements to optimize vendor delivery and LA Care's investments. Propose, implement and measure vendor remediation activities as appropriate and engage in the fulfillment of such. Review, modify and execute on operational procedures that accelerate the onboarding process for vendor agents within the LA Care infrastructure. Monitor and maintain vendor accounts to minimize disruptions to user access and the execution of day to day tasks.

 

Through analysis work with internal partners and the vendor to optimize and maximize the service delivery to LA Care constituents. Ensure that the vendor is kept informed of all quality, training, compliance, product and any other necessary updates to remain on par with internal practices and measures. Collaborate with various internal and external stakeholders to create and maintain project documentation of procedures, proposals, deliverables, etc. Coordinate and facilitate related meetings, trainings, etc. with various internal and external staff and stakeholders.  Provide progress reports for the projects and help facilitate the timely completion of deliverables, requests for services, etc.; Analyze and provide related project impact, trend, etc. reports.

 

Train member services Supervisors and other staff in CISCO ACD and WFM functionality and reporting as needed. Ensure that L.A. Care's telephone lines, IVR, ACD, and MEIS/QMEIS systems are fully functioning. Direct re-route of calls to After-Hours vendors, as necessary.

 

Responsible for managing the customer solution center distribution system configuring the ACD system to automatically distribute calls uniformly among representatives. Review ACD data to ensure productivity and identify possible problems and resolutions.

Manages staff , including, but not limited to: monitoring of day to day activities of staff, monitoring of staff performance, mentoring, training, and cross-training of staff, handling of questions or issues, etc. raised by staff, encourage staff to provide recommendations for relevant process and systems enhancements, among others.

 

Perform other duties as assigned.

Education Required

Bachelor's Degree
In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Experience


Required:
At least 5 years workforce planning experience in a blended call / contact center environment that includes at minimum one contact center vendor.

 

At least 2-4 years of supervisory/management experience in a customer service environment.

 

Experience and understanding of staffing, queues, and performance measurements.

 

Experience creating reports and interpreting and presenting data using graphs and charts.

 

Experience finding multiple solutions to complex problems.

 

Working with data in a reports development role, must have at least 2 years direct experience developing reports derived from Access, Cisco, NICE, etc.

 

Must have significant customer service documentation system knowledge, prior IVR and ACD experience with the ability to trouble shoot problem areas and recommend alternative solutions. 

 

Preferred:
Experience in a multi-lingual, culturally-sensitive environment a plus.

Skills


Required:
Strong technical and Analytical skills.

 

Ability to interpret WFM data to assist with forecasting staffing needs.

 

Advanced computer proficiency, specifically Word and Excel.

 

Familiarity with call center terminology.

 

Superior customer service, communication, and problem –solving skills. 

 

Proven ability to learn new tools, techniques and skills

 

Proven ability to meet goals and deadlines.

 

Adept at managing multiple priorities and tasks in a fast-paced environment.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Additional Information

 

L.A. Care offers a wide range of benefits including

  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)

 

At L.A. Care, we value our team members’ safety. In order to keep our work locations safe, each employee is required to self-screen for symptoms prior to entering any L.A. Care location each day. L.A. Care and all of its staff are required to comply with all state and local masking orders. Therefore, when on-site at any L.A. Care location, employees are expected to wear a mask in areas where physical distancing cannot be managed.

 


Nearest Major Market: Los Angeles

Job Segment: Medical, Call Center Manager, Call Center Supervisor, HR, Call Center, Healthcare, Customer Service, Human Resources

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