**Prefer Veteran and Military Families**

This position provides for Resource Management support for the Workforce Management Team. Focused on staffing levels, the incumbent implements and applies workforce management techniques and concepts to improve outcomes. Techniques include workload forecasting, resource staffing and scheduling, daily real time performance monitoring, historical performance trending and analysis, and performance scorecards. Conducts research and data analysis of factors impacting staffing, future capacity planning, budgeting, ongoing maintenance of the scheduling software application. Raises staff awareness of workforce management. Collaborates with internal partners to identify and resolve processes and operational performance issues. Advises the VP, Operations and the Customer Service Directors on day-to-day operational status, recommends efficiencies and process improvements.

Education & Experience

Required:
o Bachelor's Degree in Business or related field or equivalent experienceo Minimum of two years scheduling software experience, with workforce management software or equivalent and telephony systems o Contact Center experience and working knowledge of call center operations o Proficient with Excel, PowerPoint, and Outlooko Knowledge of statistical analysis, quality control, and performance metricso Demonstrated experience writing instructional or procedural communications or documents

Preferred:
o Knowledge of process improvement methodologieso Experience with data analysis, performance metrics, problem identification, and data reportingo Knowledge of workforce management concepts and methodology

Key Responsibilities

o Utilizes performance metrics to track actual performance against standards.o Manage workflow within the Workforce Management department to ensure work is completed in a timely fashion.o Develops, communicates, and coordinates execution of data-based recommendations for operational improvement.o Compiles data, organizes into meaningful format, and analyses performance levels, cost data, budget outcomes, and other specialized data to improve operational understanding. o Identifies operational issues and trends, performs data reconciliation, and performs variance analysis, and develops data reports.o Develops new ways to measure outcomes, performs data compilation and analysis to document business process outcomes. o Uses on-going data collection and analysis to ensure attainable and reasonable standards are managed successfully.o Compiles, analyzes, and communicates departmental, unit, and individual performance measurements. Develops monthly audit reports to track changes.o Makes formal recommendations for changes in policies, procedures, systems, and other factors to maximize resources and increase efficiency. Makes recommendations for operational changes when performance levels fall.

o Participates in the assessment of new technology to enhance operational outcomes.o Develops or assists with the development and maintenance of new databases to track performance measures, costs, and operational data.o Takes active steps to ensure data integrity.o Collaborates with team on operational trending, data analysis, and reporting functions.o Coordinates with Contact Center leadership on processes and procedural changes and developments. Develops strategies for communicating new or revised procedures.o Plans and executes formal and informal learning activities one on one, in a classroom environment, or utilizing online/eLearning technology such as Go To Training via computers. o Ensures staff utilizes current and accurate training materials, including desk procedures and guides, to support daily work processes. Writes and edits procedures, job aids, and training documents.o Partners with other TriWest departments to identify, address, and resolve process issues to ensure high quality service levels throughout TriWest. Seeks advice and escalates issues or problem as warranted.o Works closely with leadership teams to achieve goals and performance standards.o Performs all other duties assigned.o Regular and reliable attendance is required.

.:

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.

Technical Skills: Knowledge of workforce management concepts and methodology, statistical data analysis and statistical quality control; performance metrics, continuous process improvement; Writing skills, including structure and grammar; research skills; Expertise in report development, data presentation, and writing formal recommendations; Collaboration and project management skills; Ability to maintain confidentiality with proprietary issuesKnowledge of adult training techniques and concepts, collaboration skills, and listening skills; Proficient with records maintenance and call center software; Proficient with Microsoft Word, Excel, PowerPoint, and Project

Taking Care of Our Nation’s Heroes.

It’s Who We Are. It’s What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!

Our job is to make sure that America’s heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Generous paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest Healthcare Alliance is an equal employment opportunity employer. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.