About Fallon Health:
Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is accredited by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit www.fallonhealth.org.
Brief Summary of Purpose:
The Customer Service Workforce Intraday Specialist is responsible for real-time and/or intraday management of resources to ensure consistency in Service Level performance within the Fallon Health Call Center.
The Intraday Specialist works partners with Call Center management to develop strategic and tactical approaches and action plans that result in a superior customer service experience.
This position is accountable for:
Making complex decisions while assessing risks that can impact level of service we provide
First point of contact for WFM regarding system-related issues that impact production. Track and report issues and resolution
Create accurate and timely reports that reflect the centers performance related to the WFM tool
Participate in activities, including Ad hoc tasks designed to improve customer satisfaction and business performance
Advises hiring needs and business decisions based on forecasts and results.
Associates degree preferred or equivalent business experience