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Corporate Operations Manager, Workflow Optimization (contact / call center)

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POST DATE 8/9/2016
END DATE 10/18/2016

Logisticare Phoenix, AZ

Company
Logisticare
Job Classification
Full Time
Company Ref #
3939
AJE Ref #
575821584
Location
Phoenix, AZ
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
Requirements:
Education

Prefer 4-year degree in business or related field.

Experience

3+ years operating within a multi-site / multi-client ACD environment.
Hands-on experience with contact / call center workflow, specifically as it relates to call routing and agent skilling.
Hands-on experience with IVR utilization, specifically as it relates to enhancement the caller's experience, reducing handle time and reducing overall contacts.
3+ years in data analysis and application of data analysis within an Operations environment.
Advanced/expert level proficiency in Excel.

SKILLS & ABILITIES

Computer Skills

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Entire work time is conducted in an office environment in a controlled atmosphere building.

The noise level in the work environment is usually moderate.

Job Description:
LogistiCare is the Nation's Leader in Non-emergency Medical Transportation Management. Our network of over 5,400 NEMT Transporters provide services in 39 states. We assign over 65 million trips annually for over 24 million Member lives. We focus on quality service - every member matters.

We are currently seeking a Corporate Operations Manager, Workflow Optimization. The primary role of the Corporate Operations Manager, Workflow Optimization is to implement and optimize a national Contact Center call-routing / workflow model focused on queuing efficiency, cycle time reduction, skill alignment, and cost reduction. In doing so, focus will be given to balancing the needs of all operational stakeholders - LogistiCare's members, LogistiCare's clients, the national enterprise, and the local operational markets. This position will have a highly visible role with key leaders and will work closely with teams across the company including local Operations, IT and other Corporate functional areas. This position will also be responsible for maintaining the integrity of the deployed model, ensuring key cost, quality and service level metrics are exceeded at all levels of the operational enterprise. This role will leverage data analysis results to promote a culture of accountability; oversee the development, implementation and monitoring of a best-practice call-routing / workflow model; implement strategies focused on an efficient disaster recovery process; and support/lead projects focused on IVR optimization.

ESSENTIAL FUNCTIONS

* Play a leadership role in the development of national and local call routing workflow strategies, taking into consideration the makeup of the client-base, LogistiCare's clients' service level expectations, agents' skills, and related operating environments.
* Deploy and manage the optimization of a best-practice Contact Center call routing workflow model.
* Act as subject matter expert for all projects related to LogistiCare's Avaya / CATS environment.
* Assist in the definition and deployment of a best-practice Contact Center skilling methodology, taking into consideration agent handle time, quality and overall supply constraints.
* Assist / lead the deployment of all assigned initiatives related to the optimization of LogistiCare's IVR.

POSITION QUALIFICATIONS

Competency Statement(s)
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures.
Decision Making - Ability to make critical decisions while following company procedures.
Interpersonal - Ability to get along well with a variety of personalities and individuals.
Management Skills - Ability to organize and direct oneself and effectively supervise others.
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems
Relationship Building - Ability to effectively build relationships with customers and co-workers
Working Under Pressure - Ability to complete assigned tasks under stressful situations