DispatchHealth is looking for a Work Force Manager / Analyst for our growing CARE Team. Based out of Denver, CO, the Work Force Manager will possess excellent organization, statistical analysis and forecasting skills as this person will be responsible for staffing to projected, historical and current staffing needs. You will be responsible for daily staffing optimization of the department as well as integration with finance and Business Intelligence. You will monitor, report on and adjust routing daily contacts to execute on forecasted volumes for remote and in office associates. You will be working with the finance and operations teams to increase awareness of workforce planning and the impacts observed contact seasonality, labor costs and driving metric / KPI based outcomes.

DispatchHealth provides right-sized healthcare through the power of technology, convenience and service. DispatchHealth delivers on-demand healthcare services to a patient’s home, office or location of need. With a call, click or tap of an app, patients get a skilled medical team at their door in a matter of hours. DispatchHealth is redefining healthcare through a unique mobile acute care delivery model that is high-tech and convenient for patients while alleviating the burden on primary care providers, urgent care facilities and emergency rooms.

DispatchHealth:

Vision:

• Create the most advanced and complete in-home care model in the world

Mission:

• Provide patient-centered care through the power of technology, convenience, and service.

Values:

• World-class customer service and quality
• Work hard while having fun
• Drive innovation
• Work collaboratively
• Always do what is right for our patients
• Focus on the continuum of care
• Give back to our community
• Create a diverse and inclusive work environment

Practicing “The Dispatch Way”:

• Courageous advocates for patients and each other.
• Clinical innovation with quality and safety top of mind.
• Providing exceptional care by meeting people where they are.

This is a leadership role with an exciting, broad array of strategic and operational areas of responsibility. These areas include:

• Analyze incoming and outgoing contacts patterns by queue, skill, and channel to adhere organizational metrics and goals.
• Work with the Finance and Business Intelligence in developing forecasting models while leveraging current and future omni-channel opportunities.
• Utilize workforce management software to forecast contact volume and schedule staff.
• Communicate to departmental leadership necessary real time, proactive adjustments to workforce plan based on changing/dynamic forecasts, ability to re-forecast when necessary.
• Collaborate with other departments, team managers, to identify opportunities for improvement of resource utilization
• Analysis of shrink factors such as volume, time off requests and absence patterns.
• Integration with Quality Assurance team to optimize training, meeting and coaching schedules and ability to proactively adjust based on daily incoming contact patterns.

What our Care Team agents say why they love their job:

• Continually learning industries best practices
• Leadership and colleagues challenge each other
• Rewarding work environment
• Ability to enhance their skills while working within a field they are passionate about
• Work as a team to build processes from the ground up and to maximize efficiencies

Qualifications

• Bachelor's degree in a related field.
• 2+ Years forecasting and staffing related to labor cost optimization.
• 5+ years contact center experience required
• 2+ years healthcare experience a plus
• Excellent statistical manipulation, analysis and business intelligence integration abilities.
• Experience building and scaling a WFM team.
• Ability to adapt quickly to organizational needs and goals
• Excellent organization and attention to detail required
• Experience with Genesys contact center and WFM products
• Mastery of Excel, Powerpoint and Microsoft Suite required
• API and entry level Dev experience a plus.

Required Competencies, Skills and Abilities:

• Strong customer service capabilities
• Excellent verbal communication
• Ability to think critically in complex situations
• Familiarity with Mac and PC operating systems
• Familiarity with Google Suite, Excel, Work in conjunction with strong computer skills required
• Excellent writing, email, phone and organization skills.

Benefits:

• Career advancement opportunities
• Be part of something new, exciting and progressive
• Healthcare benefits and 401k provided with full-time employment

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.