Director, Contact Center Planning
University of Miami

Job Info

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The University of Miami, department of UHealthConnect, has an exciting opportunity for a full-time Director, Contact Center Planning. The Director, Contact Center Planning (H) leads and oversees the strategic planning and operational workforce management of the contact center with the goal to optimize the contact center's efficiency, performance, and customer service levels by implementing effective planning processes, forecasting methodologies, and resource allocation strategies. The Director, Contact Center Planning (H) works closely with cross-functional teams to ensure that the contact center meets or exceeds key performance indicators (KPIs) and delivers an exceptional customer experience. The incumbent extends beyond the operational confines of UHealthConnect to foster strategic collaboration across 70+ departments to incorporate Workforce Management concepts and develop the strategic plans to achieve organizational goals that facilitate exceptional patient access experience.

CORE JOB FUNCTIONS

• Develops and executes a comprehensive contact center planning strategy aligned with the organization's goals and objectives.
• Analyzes business requirements, industry trends, and customer needs to identify opportunities for improvement and recommend appropriate strategies.
• Develops accurate forecasts for call volumes, email volumes, and other customer interactions based on historical data, trends, and seasonality.
• Implements resource allocation strategies to ensure adequate staffing levels to meet service level agreements (SLAs) and maintain operational efficiency.
• Develops scheduling plans that optimize agent productivity while considering factors such as call volumes, skills, and service level objectives.
• Defines and tracks key performance indicators (KPIs) for the contact center, including metrics such as average handling time, first-call resolution, and customer satisfaction.
• Develops the support the Analytics on all thing Workforce Management and structured around Skill Performance, Agent Performance, In Office Shrink, Out of Office Shrink, Attrition & Unavailable code usage.
• Collaborates with IT and Operations teams to identify and implement contact center technologies, tools, and processes that enhance efficiency and improve the customer experience.
• Leads a team of contact center planning professionals, providing guidance, coaching, and performance feedback.
• Communicates regularly with senior management, providing updates on contact center performance, initiatives, and challenges.
• Provides ongoing assistance and troubleshooting to the 70+ mini contact centers within our organization.
• Trains on utilization of the NICE Incontact platform to ensure smooth operations and efficient customer service.
• Educates stakeholders about the value and benefits of effective workforce management practices.
• Monitors, disseminates and oversees reporting related to skill types across 250+ teams and performance metrics for the 1,600+ employees, identifying areas for improvement and celebrating successes.
• Leads and/or participates in the development of in-depth Strategic Plans that incorporate the complexities of each department and addresses staffing requirements, resource allocation and performance management as needed.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. Ensures employees are trained on controls within the function and on University policy and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS

• Bachelor's degree in relevant field
• Minimum 8 years of relevant experience

Knowledge, Skills and Attitudes:

• Ability to direct, manage, implement, and evaluate department operations.
• Ability to analyze, organize and prioritize work under pressure while meeting deadlines.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to communicate effectively in both oral and written form.
• Ability to maintain effective interpersonal relationships.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

#LI-EL1

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:Full timeEmployee Type:StaffPay Grade:H14

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