Service & Experience Workforce Planning Consultant
: Job Details :

Job Summary

The Workforce Planning Consultant tackles complex business challenges by analyzing workforce data and provides actionable insights. The individual leverages the Verint Workforce Management tool that is key to optimize resource allocation and support Member and Provider Services. This role collaborates with senior leaders, facilitating workgroups, and offering strategic recommendations to enhance operational performance and improve the overall member experience.

Key Responsibilities/Duties – what you will be doing

• Develops short- and long-term forecasts for various contact channels, including inbound calls, emails, faxes, chats, written correspondence, and back-office functions.
• Maintains staffing models to meet service level objectives and optimize resource allocation.
• Collaborates with IT Call Center Technology Operations to refine call routing, call flow, and IVR strategies.
• Adjust real-time workforce plans to ensure maximum resource utilization.
• Communicates staffing and training needs to ensure alignment with service goals.
• Manages the architecture of workforce management tools, including staff alignment, vacancy management, and system integrations.
• Provides actionable reporting and insights to guide leadership decisions on performance and resource utilization.
• Serves as the liaison to IT, offering 24/7 afterhours support during critical outages affecting service operations.
• Leads cross-functional teams and coordinate with external vendors to solve complex service and operational challenges.
• Uses data analysis to drive process improvements and make strategic recommendations.
• Builds strong partnerships with internal business units and leadership teams across Service and Operations.
• Supports the development of strategic objectives and tactical plans for the division.
• Other duties as needed to support team success.

Qualifications – what you need to perform the job

Certification and Licensure

Education

• Required: Bachelor's degree in business, healthcare, or a related field (or equivalent experience).
• Preferred:

Experience

• Required: 5-7 years of experience in Workforce Management, including experience with Workforce Management technology. Strong initiative and a self-starter mindset with the ability to work independently. Ability to analyze complex data and translate insights into actionable recommendations.
• Preferred:

Skill Requirements

• Excellent verbal and written communication skills, including experience presenting to executive leadership.
• Collaborative mindset with the ability to lead cross-functional teams and build strong relationships.
• Comfortable with change, innovation, and risk-taking.
• Ability to prioritize between urgent and important tasks in a fast-paced environment.
• Experience with Verint Workforce Management tool or other WFM technologies.
• Strong analytical, problem-solving, and decision-making abilities.
• High level of experience with (Excel, SQL, or other data tools).
• Familiarity with call center operations and service center technologies.

Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

Commitment to Diversity, Equity & Inclusion

Point32Health is committed to making diversity, equity, and inclusion part of everything we do—from product design to the workforce driving that innovation. Our DEI strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

Scam alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact ...@point32health.org

This job has been posted by Ignyte AI on behalf of Point32Health. Ignyte AI is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of Ignyte AI not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.