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Kaiser Permanente Careers

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.

Manager, Operations and Workforce Management

Location: Aurora, CO Additional Locations:
Job Number: 846218 Date posted: 12/03/2019
This position provides leadership and direction to the work force management and reporting teams in the Colorado Clinical Contact Center. In addition, this role has direct accountability for improving operational efficiency, lowering our cost to serve while we improve the overall member experience within the Clinical Contact Center. The role will be responsible for the redesign of the workforce planning capability and processes at the Clinical Contact Center. The focus of the role will be to develop a detailed and accurate capacity plan and forecast that links directly back to the Clinical Contact Center budget. This will be achieved using predictive analytics and line of business insights to improve the accuracy of forecasts. The position supports the Clinical Contact Center by maximizing the use of effective labor and resource strategies with the goal of providing our customers with high quality and consistent call center service delivery. It provides problem mitigation for all aspects of workforce management, including Business Continuity Planning (BCP). In addition, this position is accountable for the overall performance of resources and technologies that ensure the timely and accurate delivery of reports. The position is also responsible, through ensuring accuracy in forecasting, to ensure adherence to performance measures, performance guarantees and regulatory requirements.

Essential Responsibilities:
  • Workforce planning capability - Through consulting engagement and/or internal resources redesign of the entire Workforce Planning process to include day to day/intra-day forecasting, weekly forecasting and monthly capacity planning. This capability must reflect the membership mix and different call drivers that exist across all regions and line of business.
  • Capacity Planning. Work with senior leadership across the Region to develop a detailed and accurate capacity plan that links directly back to the Clinical Contact Center budget. Work with these partners, using upstream and downstream metrics to determine predictive indicators such as membership number increases or membership demographic changes, and incorporate these into the capacity plan. Provide regular updates to the capacity plan when variables change as a result of business drivers and keep all impacted stakeholders informed.
  • Regulatory requirements: Ensure accurate forecasting in order to meet regulatory performance targets. Meet with delivery system operations leaders to provide insights into data and make recommendations for improvements to process and results. Failure to meet these requirements can result in; financial penalties, (especially with the exchanges), potential impact to KP's Medicare 5-Star Rating and to audits from regulators as a result of complaints from members.
  • Performance measures. Achieve accurate forecasting to meet performance standards and ensure that our overall quality measures, for example Consumer Assessment of Healthcare Providers and Systems (CAHPS) are achieved. Develop action plans if measures are not being met and provide these recommendations to Clinical Contact Center senior leadership. Failure to meet these measures may result in lower consumer ratings and therefore lower customer satisfaction ratings with firms such as JD Power.  Ensure performance guarantees are met and a positive reputation with customer groups achieved. Group reporting to be provided on a monthly and quarterly basis and sharing insights into the data as needed.
  • People Development. Manage and develop direct reports in the incorporation and use of industry standard or emerging technologies related to reporting of data from systems used within the Clinical Contact Center. Develop both the personal and professional skills and capabilities of the organization that he/she oversees.  Shape the strategic and functional goals for the Workforce Planning and Reporting teams.
  • Innovation. Drive improvement in the accuracy, quality and efficiency of forecasts by aligning people, process and technology solutions. Design, develop, implement, and manage an organizational structure that supports the evolving needs of the Clinical Contact Center and the KP focus on improving the member experience.
  • Stakeholder Engagement. Coordinate and develop positive working relationships with key internal and external stakeholders, cross-functional department heads and other support partners as identified across KP.
  • Basic Qualifications:
  • Minimum four (4) years of management experience in statistical analysis, finance, call center or business administration.
  • Minimum two (2) years of related technical leadership experience.
  • Minimum two (2) years of experience in Budget and P&L management.
  • Minimum two (2) years of demonstrated competency in WFM call center leadership roles or comparable experience.
  • Education
  • Bachelor's degree in business administration, health care administration, finance, statistics, mathematics or related field, OR four (4) years of experience in a directly related field required.
  • High School Diploma or General Education Development (GED) required.
  • License, Certification, Registration
  • N/A

  • Additional Requirements:
  • Proven staff management experience with the ability to set individual goals and identify development opportunities.
  • Proven experience with telephony infrastructure implementation and call sharing and skills-based routing management.
  • Strong systems and business processes experience is required.
  • Project management skills results orientation and demonstrated project ownership.
  • Analytic expertise including but not limited to: study design, sampling techniques and statistical tools.
  • Leadership skills in establishing effective working relationships and producing desired outcomes in a multi-level organization.
  • Excellent interpersonal and written communication skills.
  • Excellent presentation skills with strong ability to present both qualitative and quantitative information in a clear, concise and persuasive manner to all levels of the organization.
  • Strong consulting and systems-thinking skills.
  • Strong knowledge of Microsoft Office applications is required (Excel and Access).
  • Ability to travel and manage staff in multiple locations.
  • Must be able to work in a Labor/Management Partnership environment.

  • Preferred Qualifications:
  • Five (5) years of experience in labor management modeling preferred.
  • Six Sigma, Lean, or similar process improvement/measurement experience preferred.
  • Master's degree in mathematics/statistics, public health, or related field preferred.
  • Crystal Reports knowledge preferred.
  • Working knowledge of Epic/Cadence reporting preferred.
  • Familiarity with work force management forecasting platforms such as NICE IEX, Five9, or Verint.
  • Intermediate or Advance proficiency in Statistical Analysis, with advanced skills in the use of Microsoft Excel, Access and other database management software preferred.
  • Primary Location: Colorado,Aurora,Waterpark I 2500 S. Havana St. Scheduled Weekly Hours: 40 Shift: Variable Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: Varies Working Hours End: Varies Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level: Manager with Direct Reports Job Category: Customer Services Department: AACC Travel: Yes, 5 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

    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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