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Customer Service

Making Each Interaction Extraordinary

Functioning as a liaison between our members, employer groups, providers, brokers, and internal customers, our customer service groups are the face and voice of Kaiser Permanente. They play a vital role in explaining our offerings, policies, and procedures as well as meeting the needs of our members across the country.

Workforce Management Forecaster - Alameda, CA

Location: Alameda, CA Additional Locations:
Job Number: 757866 Date posted: 12/15/2018
Description:
The Forecasting Specialist is responsible to ensure client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Accountable for producing accurate annual, quarterly, monthly and daily volume and staffing forecasts for all lines of business. Responsible for adjusting historical intraday interval performance spikes and dips, caused by planned or unplanned events and technology outages, to generate accurate forecasts. Generates reports to use in analysis of volume forecasts and budget FTE planning for existing and new lines of business. Conduct analysis using data & information from various applications and systems, manipulating data in spreadsheets and identifying and researching anomalies and presenting results. Oversee, maintain and update the workforce management tool utilized for forecasting and scheduling. Monitors service levels and directs real-time forecasting to meet service levels. May require Independent judgment to provide solutions. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements.


Essential Functions:

- Collect, validate and analyze call center data, to build accurate annual, quarterly, monthly and daily forecasts for staffing, call volume, email, faxes, etc. using valid historical patterns, drivers and events modeling, using workforce management forecasting software, other analytic tools and spreadsheets where appropriate. Forecasts for future contact volumes and average handling times to form the basis for agent schedules, vacation plans and long term strategic plans.
- Analyze call center performance and review actual results against company objectives, campaigns and assumptions. Provide regular feedback to Senior Leadership and chart recommendations and changes as required. Perform actual vs. forecast variance analysis. 
- Create a long-term staffing model for capacity planning to determine future growth needs. Partner with Senior Leadership to determine capacity requirements and constraints across facilities. Review forecast model and staffing plans on a regular basis for data validation and address any changing operational needs or business rules.
- Oversee, maintain and update the workforce management tool with statistical data (i.e. volume distribution, call handle time distribution, shrinkages, forecasting and scheduling scenarios) to ensure accurate forecasts and administer individual access rights.
- Serve as the workforce management subject matter expert for other departments, internal customers and workforce management team members. Assist with training of staff on Workforce Management policies and procedures.

Basic Qualifications:
Experience
- Minimum five (5) years of previous experience with forecasting and analysis utilizing Aspect/eWFM, TCS, Verint/Blue Pumpkin, or related software. 
Education
- High School Diploma or General Education Development (GED) required.


License, Certification, Registration
- N/A
 
Additional Requirements:
- Experience in a multi-skill, multi-site call center is required.
- Must be highly self-motivated, multi-task oriented team member with ability to manage tasks to completion within timelines.
- Demonstrated proficiency with Microsoft Excel.
- Highly organized with demonstrated organizational, analytical, communication and trouble-shooting skills. 
- High degree of accuracy and ability to check one's own work.
- Must be able to work in a Labor/Management Partnership environment.


 



Preferred Qualifications:
- Minimum seven (7) years of previous experience with forecasting and analysis utilizing Aspect/eWFM, TCS, Verint/Blue Pumpkin, or related software preferred.
- Experience with database and or data manipulation preferred.
- Bachelor's degree preferred.   


- Aspect knowledge and experience preferred.

Primary Location: California,Alameda,Human Resource Service Center 1451 Harbor Bay Pkwy Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 8:00 AM Working Hours End: 6:00 PM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Individual Contributor Job Category: Customer Services Department: Workforce Management - National Employee Services Travel: No

About Customer Service Careers

Customer Service Careers

With over 11 million members, more than 127,000 employees, and over 40 million doctor visits a year, our customer service teams need you to come work with a wide variety of people to address concerns, resolve grievances, and educate our communities about our offerings. At Kaiser Permanente, you'll put your communication and mediation skills to work in support of excellence. We are committed to supporting you with ongoing growth, training, and development opportunities.

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Jan 24, 2018

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