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Director Workforce Management - Service Experience - PS14016 in Eagan, MN at Anthem, Inc.

Date Posted: 12/3/2018

Job Snapshot

  • Employee Type:
  • Location:
    Eagan, MN
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:

Job Description

Responsible for strategic direction and leadership  of the Workforce Management and Operations Reporting functions at Anthem Dental to initiate, implement and effectively manage advanced workforce planning, optimization practices and methodology and measurement across Anthem Dental Contact Centers and Operations teams.
Primary duties may include, but are not limited to:
  • Directs development and execution of operation team forecasts and capacity planning. Partners with Dental Operations leadership to ensure workforce budgets are in place to meet forecasted customer needs and contractual commitments.   
  • Actively leads and facilitates discussions of performance to forecast, partnering with functional Operations leaders to optimize both forecast and performance capabilities.
  • Ensures reporting analysts understand the business process and performance to be measured.  Partners with Dental Operations leaders to identify process gaps and improvements to be supported by measurement/reporting.
  • Provides proactive analysis, presentations, and strategic recommendations for driving business improvements. Sponsors integrated workforce support, driving standardization of processes, scale and efficiency. Creates criteria for forecast evaluation systems, evaluate effectiveness of existing and proposed workforce management activities. Ensures that effective technology solutions are utilized consistently.
  • Lead the development of reporting data marts for standard reporting by end users and ensure custom reporting requirements for Operations teams are prioritized and addressed.
  • Hires, trains, coaches, counsels, and evaluates performance of direct reports.

  • Requires a BS/BA in business, statistics or a related field; 5+ years direct management in workforce management, minimum 5 years  of service center experience; or any combination of education and experience, which would provide an equivalent background.
  • Experience in Agile, Six Sigma or Lean process capabilities preferred. 
  • Ability to manage multiple, complex, ongoing tasks and projects.
  • Some travel may be required.