·      Monitors and supervises the connection and service processes of connected Service Representatives and Call Center employees, to guarantee that the service is not affected by any unexpected situation.

·      Serves as an expert in the development of metrics and the interpretation of operational indicators to identify situations and provide recommendations regarding the Workforce. 

·      Guarantees that Service Representatives and employees connected have the necessary assistance to ensure their proper functioning without affecting call access and Call Center metrics.

·      Analyzes and effectively and efficiently uses Workforce Management tools to create projections, and schedules, and monitor daily Call Center activities.

·      Alert and inform the management in the Call Centers about deviations in the operation and connection of employees to look for immediate alternatives to cover the operational need.

·      Identifies trends and analyzes them to minimize corporate risk, improve customer experience, and comply with policies and procedures.

·      Analyzes Call Center reports to guarantee efficiency and compliance with established indicators.

·      Provides recommendations and establishes corrective work plans to guarantee that the operation functions properly and complies with call center metrics as established by management.

·      Maintains direct communication with IT personnel to receive immediate support.

·      Assist with daily scheduling for call volumes and the service level agreements (SLA).

·      Establish and monitor goals for acceptable performance following company standards.

·      Develop the Service metrics, KPIs, reporting, and dashboard infrastructure to ensure the proper service excellence measurement according to our corporate goals.

·      Demonstrate strategic planning expertise by overseeing capacity planning, analyzing departmental processes, and developing initiatives to optimize call center operations.

·      Guarantees that Call Center Managers are alerted and informed of employees who have not logged in on time through the Aspect tool, to avoid affecting the operation of the Call Centers. 

·      Develops and manages strategies to achieve efficiency in operations.

·      Collaborate with MCS Operations teams to provide dynamic response to evolving client needs and requests including volume spikes and program changes.

·      Takes part in committees related to connection and disconnection issues.

·      Supervises, monitors, trains, evaluates, and corrects, among other tasks required to fully comply with their role as supervisor of the personnel assigned to their unit, meaning that they guarantee that the performance of their personnel complies with the assigned work plan and the tasks inherent to their positions.

·      Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations to maintain appropriate business practices.

·      Bachelor’s Bachelor’s degree in Business Administration or related field. 

·      Experience: At least five (5) to seven (7) years of experience in areas of customer service, in a Call Center environment in the Healthcare Industry, preferably. At least two (2) years of experience supervising staff. “Proven experience may be replaced by previously established requirements.”

·      Workforce Management Certification (Preferably)

·      Six Sigma Lean Certification

·      Other: Must have experience administering Workforce Management platforms and performing business analysis. (Could be NICE Platform)                                                

·      Languages: Spanish, English (Intermediate)