Senior Manager, Resource Planning

We're building a world of health around every individual , shaping a more connected, convenient and compassionate health experience.

As the Senior Manager, Resource Planning, you'll hold accountability and ownership of the operational results delivered by a team of Analysts and Senior Analysts assigned to multiple queues within a specific Line of Business.

Your role is critical to the execution of the Resource Planning strategy to achieve patient experience, quality and financial goals.

You will interface with all areas of Specialty, inclusive of multiple levels of leadership, and must develop a deep understanding of the business and have the ability to influence and impact others.

Responsibilities

• Lead the team of Analysts and Senior Analysts to deliver phone and WIP performance results, and partner with Mid-Range Planning.
• Coach and develop the team on resource planning functions.
• Participate or lead projects crucial to specialty growth.
• Assist in ROI calculations on any new projects or tools supporting specialty operations.
• Lead the service recovery steps when the situation arises.

Requirements

• 7+ years of work experience.
• 5+ years of Resource Planning or equivalent Operational experience in a multi-site environment.
• 5+ years of experience utilizing Five9 or similar ACD system for contact center management and reporting.
• 5+ years of experience utilizing Nice/IEX workforce management software or similar applications and back office.
• Experience performing root cause investigation, problem solving, articulating conclusions and making recommendations.
• Experience/proficiency utilizing Microsoft Excel for data analysis.

Pay Range

$75,400.00 - $182,549.00

Benefits

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.