As a Director of Training and Workforce Planning at Ascension Contact Center, you will be making an impact on the future of healthcare by supporting Ascension’s strategic plan.

• Direct the strategic plans to deliver exceptional service and customer experience by partnering with Talent Acquisition for talent sourcing, best in class training methodology and appropriate staffing plans in support of the organization’s operational service delivery objectives.
• Provide leadership, consultation, coaching, tools, and tactics that support the Workforce functions, Training and Quality Assurance.
• Assess tools to support delivering on the Ascension and Consumer Experience strategies
• Evaluate the needs of the organization and deliver resources to achieve operational goals.
• Provides all aspects of Workforce Management support across all sites
• Create and implement all policies and procedures for Workforce management and real-time operation;
• Implemented Shared services model that supports Workforce management, Training.
• Deploy and serve as Administrator of Genesys for  Workforce Management and Quality Assurance/Call Reviews
• Support and provide guidance to Manager and WFM team in monitoring call flow and availability (real-time), scheduling offline activities, and manage productivity reports
• Support and provide guidance on real time staffing allocation changes to effectively distribute call volume across multi sites.
• Develop and oversee an internal consulting team that serves as a resource to leadership.
• Direct and lead the Learning & Development, Quality and Customer Experience initiatives
• Lead cross-functional teams to implement large-scale business process innovation initiatives throughout the network.
• Develop and maintain dashboards in collaboration with finance, co-workers and business leaders to provide meaningful metrics to support budgeting, budget allocation, financial planning/forecasting, and other financial reporting.
• Establish and maintain process improvement training content, scheduling and logistics for approved projects in concert with appropriate departments.

Licensure / Certification / Registration:

• Certification specializing in Six Sigma Black Belt. Licensure required relevant to state in which
  work is performed is preferred
• Certification specializing in Lean Healthcare Mgmt.. Licensure required relevant to state in which
  work is performed is preferred

Education:

• High School diploma equivalency with 5 years of applicable cumulative job specific experience
  required, with 2 of those years being in leadership/management OR Associate’s degree/Bachelor’s
  degree with 3 years of applicable cumulative job specific experience required, with 2 of those years
  being in leadership/management.

Additional Preferences

• 5-10 years of Contact Center experience supporting large Contact Center in Training and Development and Workforce Planning
• 5 year of Genesys Cloud experience preferred, or experience with any workforce management platform in forecasting, call routing, and staff optimization
• Experience with learning and training methodologies
• Google suite experience a plus (not required)