Description and Requirements This position is Hybrid FL or Hybrid NY Position Summary: The Team Lead of Workforce Effectiveness at Healthfirst is responsible for overseeing a comprehensive range of functions within the team, including but not limited to Time and Attendance, Planning, Scheduling, and Mission Control for Real-time Analytics. This pivotal role ensures operational excellence and adherence to Service Level Agreements (SLA) across Contact Center Operations and other business segments. The Team Lead will coordinate across various units, aligning strategies with both immediate and long-term business objectives and needs.

Duties and Responsibilities:

Provide leadership across all units of the Workforce Effectiveness team, including but not limited to time and attendance, planning, scheduling, and real-time analyticsDevelop, implement, and/or assist in strategies for accurate demand forecasting, ensuring alignment of staffing schedules with real-time and anticipated demand across diverse engagement channelsOversee and validate the creation and distribution of detailed workforce management reports, providing insights and guidance to all levels of managementLead initiatives to enhance operational efficiency across all units, integrating improvements into overall workforce strategiesEstablish and refine predictive models and real-time analytics to accurately forecast demand and performance metrics across all business lines and engagement channelsIdentify, develop and/or implement workload distribution strategies across call center operations, optimizing both financial and resource allocationAct as a central point of contact for WE team, monitoring real-time analytics, assisting and/or making strategic decisions to enhance operational effectivenessMaintain close collaboration with internal and external stakeholders, fostering a culture of open communication and teamworkManage a variety of reporting and project needs, including system upgrades and implementations, while upholding high standards of quality and accuracyConduct regular coaching and development sessions with direct reports, driving high performance and professional growthCollaborate with business leaders to gather requirements and support the effective implementation of workforce-related process controlsPresent data-driven performance analyses and recommendations for process improvements to Senior LeadershipTake on additional responsibilities and projects as necessary, demonstrating adaptability and commitment to evolving business demandsTravel as required (<10%)

Minimum Qualifications:

High School Diploma or GED from an accredited schoolExperience planning, prioritizing and organizing workload while working under pressure with short deadlinesWorking experience SQL query language and writing or relatable skills in reporting database systemsWorking experience analyzing data and make recommendation to the senior leadersExperience as a Workforce Management Lead or equivalentExperience in forecasting, scheduling and real-time analysisAdvanced knowledge of contact center operations including utilization of contact center tools, metrics, models, and reporting to predict and ensure optimal performance across multiple programs, sites and languagesWorking experience with call center Workforce Management software such as Verint V15, Genesys, IEX or eWFMExperience working with ACD systems and set up such as Interactive Intelligence, Aspect or AvayaExperience demonstrating analytical thinking, problem-solving, and critical thinking skills

Preferred Qualifications:

Bachelor’s degree from an accredited institutionPrevious call center back office operations experienceWorking knowledge on, MS Excel with concentration on advanced formulas (ie v-lookups), Macros, and pivot tablesWorking experience creating business plan and developing test plansPrevious work experience in the Healthcare industry

Compliance & Regulatory Responsibilities: N/A

License/Certification: N/A

Hiring Range*:

Greater New York City Area (NY, NJ, CT residents): $67,200 - $97,155

All Other Locations (within approved locations): $59,800 - $88,910

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.