HPOne is a rapidly growing, best in class member acquisition company in the Medicare and individual health insurance markets. Through our digital marketing, proprietary technology and call center operations in Tampa & St. Petersburg, FL and Phoenix & Gilbert, AZ, HPOne assists health plans acquire incremental membership on a very cost effective basis.  Based in Trumbull, CT, HPOne is funded by Peloton Equity, a private equity fund focused on growth capital investments in the healthcare industry. We are recipients of several industry awards including the Inc. 500/5000 list of fastest growing private companies in America, 2010-2015 Marcum Tech Top 40 as well as the 2012 - 2015 Deloitte Technology Fast 500.

We are looking for a determined, self-motivated and passionate leader who wants to make a difference in people’s lives and achieve their own personal and professional goals as our Workforce Manager. This position will support national programs from our Arizona Offices; provide strategic leadership over the workforce planning and real time management for call activities across multiple sites, optimizing service and quality levels and ensuring the most efficient use of resources. 

Location: Phoenix/Gilbert, AZ

Responsibilities:

• Ensure scheduling tools are leveraged to maintain an efficient workforce.
• Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes.
• Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners.
• Advise Site Directors regarding balancing work volume; collaborate with Directors across sites to balance workload between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller. 
• Partner with Site Directors and Operational VPs regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets.
• Analyze, develop action plan and resolve service delivery and / or service level issues. Manage all scheduling- related communications to the site. Ensure workforce scorecard including adherence is led in bimonthly sessions. 

Requirements:

• BA / BS degree and/or 5+ years of experience working in a call center or production environment. 
• Understanding of call center planning and routing software and programming requirements (Knowledge of Human Resource policies and procedures. 
• Minimum of 5 years of experience in Workforce Management. 
• Workforce software experience, preferably with IEX / NICE or comparable.
• Business focus to understand company's vision, mission and strategy to achieve long and short term goals. 

 Licenses/Certifications:

• NA

 Keywords: (Healthcare, Insurance, Medicare, Customer Service, Sales Support)
 
Equal opportunity:

HPOne is an equal opportunity employer, committed to employment equity throughout all levels of the organization.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.  We welcome and encourage diversity in the workplace. HPOne requires the necessary drug testing and background checks to maintain a safe, drug-free work environment.