Director, Contact Center Operations Workforce Optimization at DispatchHealth

| Greater Denver Area
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Senior Director, Contact Center Operations Workforce Optimization

About Us

DispatchHealth has redefined health care delivery to offer on-demand acute care and advanced medical care for people of all ages in the comfort of their own home. DispatchHealth's emergency medicine and internal medicine-trained medical teams are equipped with all the tools necessary to treat common to complex injuries and illnesses. DispatchHealth works closely with payers, providers, health systems and others to deliver care in the home to reduce unnecessary emergency room visits, hospital stays and readmissions. Acute care medical teams are available seven days a week, evenings, holidays, and can be requested via app, online or a quick phone call. DispatchHealth is partnered with most major insurance companies. For more information, visit DispatchHealth.com.

Mission: To create the most advanced and complete in-home care model in the world.

Job Summary

The Senior Director, Contact Center Operations Workforce Optimization, Strategy and Planning will have accountability for the strategic leadership and implementation of DispatchHealth’s Call Center Workforce planning capabilities. The leader will understand and translate the business and omni-channel strategies to develop and execute our human capital decisions for the Contact Center Operations. The leader will identify opportunities, develop specific processes, architect solutions, and influence automation efforts to enable capabilities to optimize workforce solutions to achieve operational efficiencies for DispatchHealth’s operating units. The Senior Director collaborates with Information Technology regarding the selection, customization and use of systems, programs, software, and other technology tools associated with workforce planning, automation, and optimization.

Requirements

  • Lead an organization of Capacity Planning, Short Term Forecasting, Scheduling, and Real-Time Administration analysts, who can develop and manage long-term, short term forecasting, capacity planning, set and monitor operational performance thresholds/service levels. Employee scheduling in a 24x7 multi-functional operation including vendor partnerships.
  • Advance strategic workforce planning capabilities, methodologies, and tactics to enable scalability, and support the efficient cost-effective delivery of DispatchHealth’s business strategy.
  • Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities.
  • Develop our omni-channel forecasting, and planning capabilities.
  • Advise and consult with other operating functions to develop workforce strategies and plans to meet changing business needs.
  • Proactively identify, analyze, remediate, or modify operational process changes, excess capacity, defects in workforce models, and forecast to deliver best in class workforce plans in collaboration with key stakeholders. This requires constant engagement with operational leaders to report on performance and proactively recommend improvements as well collaborate with Finance to report on adherence to forecast.
  • Leverage data and financial analysis, workforce models and innovation to inform, advice, problem solve, and influence decisions and outcomes that align the strategic priorities.
  • Drive the implementation of technology solutions, and tools that deliver accurate, timely and relevant data and insights on all aspects of operational performance.
  • Ensure timely, accurate and actionable information is communicated to senior operations leaders, and other key stakeholders to increase operating efficiencies and reduce overall operating costs.
  • Develop a talent strategy that attracts and develops specific skills sets needed for a high performing, and evolving team.
  • Recommend, develop, implement metrics, and other measurements for workforce productivity, ROI, schedule efficiency, etc. to improve business results.
  • Identify and implement technology, and other tools to improve workforce planning and workforce management.

 Skills & Experience

  • BA/BS in statistical analysis, economics, finance, business administration, industrial/organizational psychology, or applicable discipline preferred. Master’s degree/MBA preferred.
  • 10 plus years’ experience in same/similar position in a medium or large company. Startup operations experience preferred
  • Must have a minimum 5 years of functional experience utilizing one of the 4 primary WFM tools in the market.
  • Knowledge of business theory, business processes, management, budgeting, and business operations specific to each functional area of Workforce Management.
  • Ability to set Workforce goals and strategy based on a solid understanding of an organization’s goals and objectives.
  • Proven experience in workforce planning, organization, and development.
  • Ability to translate and convey complex statistical and other data into easy to understand, actionable recommendations.
  • Excellent project management skills.
  • Demonstrated ability to apply technology in solving business problems.
  • Good understanding of HRIS systems characteristics, features, and integration capabilities.
  • Proven leadership ability of WFM organizations larger than 100 people.
  • Ability to set and manage priorities with proven results.
  • Experience communicating strategies and performance to C-Level executives.
  • Working knowledge of Genesys Workforce Planning Platform 

Benefits

  • Career growth and investment
  • Be part of a company that is innovative, exciting, and progressive
  • Competitive health and wellness benefits for full-time employees
  • 401k
  • Flexible schedule

Employees are held accountable for all duties of this job; however, this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ElixirLanguages
    • jQueryLibraries
    • ReactLibraries
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • PhoenixFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail

Location

RiNo is "Where Art Is Made" in Denver and you can always finds something new and exciting to check out around the neighborhood.

An Insider's view of DispatchHealth

What’s the vibe like in the office?

Working at DispatchHealth means working in a collaborative and supportive environment. With an open-office feel and the option to work from home if needed, I think our employees feel more connected to their jobs and co-workers.

Spencer Kline

Vice President, Growth

What projects are you most excited about?

The main focus for our product and engineering team is to build experiences for our users that make their job easier so they can deliver an exceptional patient experience. I'm excited to ensure a stable, reliable and secure platform capable of serving a large increase in patient volume, and build products that our users love by soliciting feedback.

Nabeel Meghji

Senior Vice President, Product Management

How does the company support your career growth?

It's incredible to work leaders that are true trailblazers in the healthcare industry. They set high expectations, but they listen to feedback and inspire their employees to reach higher, dream bigger, and achieve greater. With their support, I feel empowered to make a lasting impact.

Amelia Sprague

Director, Marketing and Communications

What unique initiatives do you have that encourage innovation?

I love watching DispatchHealth employees work together to improve how patients access great care. As we continue to transform and expand rapidly, staying enthusiastic and focused on our core purpose will help us continue to innovate and transform the healthcare industry.

Mark Prather

CEO

What makes someone successful on your team?

We have a lot of problems to solve in order to drive the business forward. Successful people in data/analytics are those who are comfortable being uncomfortable and who love to constantly learn new things. While they bring a solid base of knowledge in our primary tech stack, they are constantly finding new ways to meet business challenges.

Dan Edstrom

Business Intelligence and Analytics Leader

What are DispatchHealth Perks + Benefits

Culture
Volunteer in local community
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DispatchHealth offers you a choice of two Health Flexible Spending Accounts (Healthcare or Limited Purpose) and a Dependent Care Flexible Spending Account.
Disability Insurance
Dispatch Health provides STD coverage at no cost to you. LTD coverage provides income when you have been disabled for 90 days. Your benefit is 60% of your monthly earnings, up to $10,000 per month.
Dental Benefits
Dispatch Health offers competitive benefits designed to provide high quality dental care.
Vision Benefits
Dispatch Health offers competitive benefits designed to provide high quality vision care.
Health Insurance Benefits
DispatchHealth offers you a choice of 4 plans: Two (2) HDHP Plans (HSA Open Access Plus and HSA Choice Open Access Plus) and two (2) PPOs (OAP Mid and OAP Choice Plans).
Life Insurance
DispatchHealth provides basic life insurance of $25,000 at no cost to you. Beneficiaries receive a lump sum payment if you die while employed by DispatchHealth. AD&D & Voluntary Life are provided.
Onsite Gym
Free gym access & the most unique healthcare culture in Denver
Retirement & Stock Options Benefits
401(K)
Company established 401k retirement plan in partnership with Vanguard
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Happy Hours
DispatchHealth provides monthly Happy Hours at local establishments
Parking
Open parking for all employees at no cost
Pet Friendly
DispatchHealth supports a pet friendly atmosphere.

Additional Perks + Benefits

DispatchHealth has partnered with InfoArmor to offer identity theft protection for employees and family members.

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