Real Time Manager

<b>At LogistiCare, you have the ability to define your own career journey and enjoy the ride along the way and make possibilities real. Your growth is our objective. Whatever your passion, you’ll have the opportunity to find the career you’re looking for, learn and grow in your role, and make a difference in the lives of others. And you’ll do it alongside colleagues you can count on, in a vibrant work environment, with leadership that puts you first. <br/><br/>Sound like a good career fit? </b>

Tempe, AZ


<strong><a href="" target="_blank" rel="noopener noreferrer">Who We Are: Transportation &amp; Integrated Health Services</a><br /></strong>Nation&rsquo;s largest manager of non-emergency medical transportation, provides 69+ million rides annually in 39 states and D.C. Supports integrated health care programs, improving care coordination for members and their corresponding providers and hospital networks.<br /><br /><strong>What We Value Most &ndash; YOU<br /><br />Benefits - The Whole Package&nbsp;</strong><br />Medical, Vision, Dental, Disability, EAP, Legal, Voluntary Life Insurance, Group Life &amp; AD&amp;D, Flexible Spend Account, Paid STD &amp; LTD, Vacation &amp; Holidays<br /><br /><strong>Culture - Why You Want to Come to Work Every Day</strong><br />Casual Dress - Business Casual, Relaxing - Comfy Lounge Areas, Excitement -Themed&nbsp; Luncheons, Great Hours &amp; Set Shifts - (Mon. &ndash; Fri.)<br /><br /><strong>View Featured Positions Below OR Check Out <a href=";d=ExternalCareerSite" target="_blank" rel="noopener noreferrer">All&nbsp;Career Journey Opportunities&nbsp;with LogistCare</a></strong>

keywords: teamwork,planning,management,operations,performance,training,analysis,strategy,education,experience,knowledge and skills,physical demands,work environment


Overview: The Real Time Manager plays an integral role in assisting Contact Center Operations in achieving service and productivity objectives. This position leads a team of analysts responsible for daily reporting, monitoring of real time performance, and coordinating staffing levers across the enterprise. This includes intraday planning, management of resources, monitoring channel performance and productivity, and workflow/resource adjustments to meet staffing and service goals. The team will leverage data analysis results to promote a culture of accountability; report success metrics, operational and program scorecards; and lead all assigned WFM functions while partnering closely with field operations to promote a "one team" atmosphere.
Responsibilities: <ul> <li>Leads a centralized team of real time analysts responsible for executing the plan of action for all contact centers.</li> <li>Coaches and trains to improve team members' skill proficiencies and professional development.</li> <li>Works closely with peers and site/regional operations teams to stakeholder and communicate consistent processes, and execute staffing plans.</li> <li>Provides intraday insights to the forecasting and scheduling teams to improve accuracy.</li> <li>Work with cross functional teams generating consensus on process changes / improvements.</li> <li>Utilizes intraday forecasting tools to assist with analyzing real time staffing requirements to prioritize and meet service objectives.</li> <li>Proactively seeks out improvement opportunities for enterprise performance and efficiency.</li> <li>Creates a strategy to optimally service and meet contractual performance obligations with competing priorities.</li> <li>Ensure every team member is invested in positively influencing the success of the organization.</li> </ul>
Requirements: <p><strong>POSITION QUALIFICATIONS</strong></p> <p><strong>Competency Statement(s)</strong></p> <p>Analytical Skills - Ability to use thinking and reasoning to solve a problem</p> <p>Communication, Oral - Ability to communicate effectively with others using the spoken word</p> <p>Communication, Written - Ability to communicate in writing clearly and concisely</p> <p>Customer Oriented - Ability to take care of the customers' needs while following company procedures</p> <p>Decision Making - Ability to make critical decisions while following company procedures</p> <p>Detail Oriented - Ability to pay attention to the minute details of a project or task</p> <p>Interpersonal - Ability to get along well with a variety of personalities and individuals</p> <p>Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions</p> <p>Management Skills - Ability to organize and direct oneself, and effectively coach and develop team members</p> <p>Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems</p> <p>Relationship Building - Ability to effectively build relationships with customers and co-workers</p> <p>Team Building - Ability to convince a group of people to work toward a goal</p> <p>Working Under Pressure - Ability to complete assigned tasks under stressful situations</p> <p>Must be a strategic planner with sound technical skills, analytical ability and strong operational focus</p> <p>Cultural Skills -- Ability to improve culture in a legacy organization by cultivating new behaviors and beliefs, creating momentum for change and helping build capacity for cultural inclusion</p> <p><strong>Education</strong></p> <ul> <li>Minimum of a BA/BS in Business, Management, Finance, Healthcare or relevant field preferred.</li> <li>Equivalent progressive management experience will be considered in lieu of degree.</li> </ul> <p><strong>Experience</strong></p> <ul> <li>Required 5+ years&rsquo; experience in demand forecasting/modeling, scheduling, or real-time analysis in a call center environment (multi-site preferred).</li> <li>Required 3+ years in Workforce Management leadership (or similar function).</li> <li>Preferred 1+ years leading a Global or National Command Center of a Contact Center.</li> </ul> <p><strong>SKILLS &amp; ABILITIES</strong></p> <ul> <li>Prior experience working with a WFM software solution (e.g., Teleopti, IEX/Nice, Blue Pumpkin, Aspect).</li> <li>Advanced/expert level proficiency in Excel (e.g. VLOOKUP, MATCH, IFERROR, creating formulas, etc.).</li> <li>General statistics knowledge and familiarity with trending, time-series analysis and regression analysis.</li> <li>3+ years in data analysis.</li> <li>Functional knowledge of Avaya CMS or similar call management system(s).</li> <li>Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred.</li> </ul> <p><strong>WORKING CONDITIONS</strong></p> <p><strong>Physical Demands</strong></p> <p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <ul> <li>Able to sit at and work on a computer for periods of time.</li> <li>Able to use the phone for periods of time.</li> <li>Able to lift up to 25 pounds and reach/bend to retrieve items in cabinets and shelves.</li> <li>Ability to speak, hear and see for the assigned work day.</li> <li>Repetitive key stroke/data entry for the assigned work day.</li> <li>Ability to ambulate as needed for the assigned work day.</li> <li>Ability to uphold the stress of traveling.</li> </ul> <p><strong>WORK ENVIRONMENT</strong></p> <p>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.</p> <p>Approximately 70% to 75% of work time is conducted in an office environment in a controlled atmosphere building and approximately 25% to 30% will involve travel to attend meetings, visit other sites and/or clients.</p> <p>The noise level in the work environment is usually moderate.</p>