Mgr, Workforce Management
Accolade

Job Info

---

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

A day in the life...

• Recommends daily and weekly WFM strategies to predicably deliver targeted results.
• Drives consistent best practices for scheduling, adherence, and real-time management.
• Deploys resources to optimally support anticipated workloads for all accounts and meet business objectives; minimizes the general over- and under-serving accounts, and minimizes fire-drills to recover service levels.
• Proactively identifies and communicates points of exposure and recommends solutions to improve coverage.
• Communicates explanations of operating results against targets, identifying drivers of variance and recommending process improvements to address them.
• Drives reporting to identify trends in engagement, performance, shrinkage, occupancy, etc. to manage resource allocation and maintain appropriate staffing levels across sites and accounts.
• In collaboration with Product, Telephony and Reporting, provides timely feedback on the functionality and integrity of platforms and data.
• Collaborates with other business functions required to successfully execute services as planned, including Customer Delivery Leads, Practice Leads, and Learning & Development.

Build trusting relationships with team members, developing individual performance and fostering high engagement.

What we are looking for...

• College degree, B.A. or equivalent.
• 5-10 years experience working in a service center environment.
• 3-5 years experience in the WFM field, including forecasting, scheduling, reporting, and real-time management (RTA).
• Current knowledge of service center best practices, centers of excellence, and up-to-date KPIs.
• The ability to take the lead in managing a multi-vendor, multiple-location agent workforce of +/-1000 FTEs.
• Proficiency with the MS Office Suite of tools (Excel, Word, etc.).
• Expertise with WFM metrics and service levers, including: ASA, AHT, agent performance, intra-day scheduling
• Robust experience with Telephony and WFM systems and tools, such as Avaya, Genesys, Amazon Connect, and/or accompanying or stand-alone platforms for intra-day management, forecasting, reporting, etc.
• Familiarity with disaster recovery processes & the ability to help create proper documentation for same.
• A high level of competency to draw conclusions from raw data & make corrections based on the numbers.
• Ability and desire to learn new systems, and proficiency in implementation of new/unfamiliar software tools.
• The ability to thrive in a fast-paced, change infused, demanding environment.
• A data-driven, proactive mindset toward transformational process improvement.
• Strong verbal & written communications skills.
• Demonstrated abilities to persuade/influence people from a diversity of backgrounds &/or opinions.

We strongly encourage you to be vaccinated against COVID-19.

What is important to us...

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others
Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.

We are strong individually and together, we're powerful
Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done
Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We're boldly and relentlessly reinventing healthcare
We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.

Accolade

This job has expired.