• Job Description

  Req#: R-5759
  Utilize in-depth contact center technical knowledge and forecasting, budgeting, and planning programs for analysis to deliver staffing models, hiring forecasts, and budget models for Vision Care contact centers. Be a strategic liaison and focal point of communication between Workforce Management, Call Center/Claims Management, and Executive Leadership as well as business partners to achieve creative and effective staffing and financial solutions.

  Produce short and long-term forecasts/hiring plans for contact centers across multiple lines of business, shift bid management and optimal schedule analysis
  
  Research and determine staffing implications from business user stories
  
  Analyze workforce data to identify trends, measure organizational performance and highlight predictive indicators in line with the long-term goals, objectives and architecture of GTS and the enterprise
  
  Utilize developed knowledge of information systems, including but not limited to Verint and eGain to identify staffing and performance gaps for multiple call centers and provide recommendations and/or implement solutions which ensure business needs are met
  
  Stay informed of GTS architecture and strategic goals to ensure the preservation of these in projects throughout the enterprise; also remain current and comprehend the vision, long term objectives, and goals
  
  Conduct financial analysis of complex issues and actively participate or lead throughout development cycles and/or enterprise modifications
  
  Serve as resource and point of contact for technical team members and Call Center/Claims Management for delivery and support of system/process implementations and impacts to LOBs performance standards
  
  Develop technical plans and analyze, identify, plan and manage scope, and risks required to meet goals of moderately complex to complex projects
  
  Facilitate and influence communications between operational and business units to drive technical projects to optimal outcome
  
  Continually look for process improvement strategies
  
  Conduct impact analysis and mitigate risks
  
  Assist in providing information relative to budgeting and planning for financial purposes
  
  Remain current on new technologies; introduce applicable technology in alignment with goals and for creative solutions
  
  Job Specifications
  
  Typically has the following skills or abilities:
  
  Bachelor’s Degree in Business Administrative or related field or equivalent experience
  
  4+ years of planning-related analysis experience, preferably in workforce management
  
  Budget and forecasting experience required
  
  Prefer Health Care Industry contact center experience or knowledge
  
  Verint, NICE, and/or other scheduling software application knowledge and experience
  
  Proficient with the MS Office Suite of products, flowcharting, document management, and graphics creation/editing software
  
  Knowledge of multiple approaches for short and long-term forecasting and hiring plan development
  
  Skill to report trends and risks in clear and concise language, appropriate for message and audience
  
  Excellent written and verbal communication skills
  
  Ability to regularly exercise discretion and independent judgment in the performance of his/her job duties

  #LI-REMOTE

  #LI-VISIONCARE

  Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here .

  Salary Ranges: $56,000.00 - $97,000.00

  VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

  Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.

  
  We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities.

  As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.

• About the company

  VSP Vision Care is a vision care health insurance company operating in Australia, Canada, Ireland, the United States, and the United Kingdom.

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