Workforce Management Planner

The Workforce Management Planner will be responsible in providing operations support on schedules and forecasts to impact company profitability and meet the clients’ Service Level Agreements which are consistent to Convey’s Standard Operating Procedures.KEY DUTIES AND RESPONSIBILITIES: Critical Accountabilities

Ensures 100% accuracy and speed in delivery of requirementsRun volume and staffing forecast for single or multiple lines of business and clientsCreate weekly schedules that will ensure adequate coverage and achievement of service level commitmentsGathers information and provides analyticsAnalyzes trends to ensure on-the-spot forecasting, and scheduling/staffing of agents across multiple programsRuns forecasting and scheduling scenarios to present to operations for delivery guidance.Provides recommendation to staffing needs and schedulingEducates the business and leads staffing and forecasting calls with operations. Conducts over/under calls and reporting to discuss overages and shortages throughout the following week/sProcesses schedule changes and requests such as swaps, vacation leaves etc.Utilizes the WFM tool (Injixo) to the fullestEscalates technical and non-technical issues accordingly

Process Improvement

Provides continuous improvement of processes and systems.Conducts process improvement discussions along with the manager to advance WFM strategic proceduresEnsures standard processes are in place and tracks as well as implements modifications/changes across the department

EDUCATION AND EXPERIENCE:                 

College GraduateUnderstanding of and prior experience with: ACDs, CTI automation and skill routing requiredExperience in capacity planning, forecasting, and scheduling requiredStrong computer skills (e.g., Word, Excel, Access) is requiredSelf-motivated and can work with minimal supervision

Knowledge, Skills, and Abilities:              

Proven strong ability to analyze data, evaluate potential problems/opportunities and recommend sound solutions.Must be able to determine problems, resolve and recommend solutions.Must be able to develop sound solutions to problems identified and to make firm decisions based on thorough analysis, creative thought, understanding of options and anticipation of outcomes.Must be able to meet the challenges of the business environment; adopting new paradigms when necessary to respond to changes; anticipating, understanding, and defining change as it impacts everyone and the organization.Excellent interpersonal and networking skillsExcellent writing and verbal communication skills, dealing politely, tactfully and firmly with a wide range of people and personalitiesHigh attention to detail and excellent process quality standardsProven ability to work effectively in a constantly changing/dynamic team environment and when necessary, assume a leadership roleMust be able to demonstrate independent judgment within defined practices and procedures.CMS and WFM tool experience is a strong plusKnowledge of Inbound, Outbound and BackOffice Call Center Operations is preferredActuarial/Statistics/Math background is an advantage

Other Requirements:

Willing to work on night shift schedule or other shifts as required.Willing to report on-site and work in Pioneer, Mandaluyong.With valid NBICan start ASAP.-

At Convey Health Solutions, we're experts in highly-compliant member enrollment, service and administration support (Medicare, Medicaid and Commercial / EGWP). For over a decade, we've managed very large-scale end-to-end health insurance processes for our business clients - from eligibility and enrollment processing to service, premium billing and payment processing, reconciliation and other related services.Careers - About UsMembers of the Convey Health Solutions team are solely focused on healthcare, and are committed to helping consumers understand the right things to do in support of their healthcare decision making.Together, we create better business results and better healthcare consumer experiences on behalf of our clients, which include leading health insurance companies and pharmacy benefit management firms.The Convey Health Solutions work environment is focused on bringing out the best in individuals and teams. As a high-growth company, we offer an environment of learning, caring, and support of personal goals. Every member of our team is an integral part of our mission to make the healthcare system better and more affordable for businesses and consumers.We are committed to attracting and retaining employees who share this dedication to serving others. Our employees are our greatest asset and our work ethic is geared toward attracting highly motivated individuals who will actively contribute to our progressive, fast-paced environment.