Supervisor, Workforce Management

At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. It's a mindset, feeling and attitude we wrap around all that we do - from taking charge of our careers, to helping colleagues and lending a hand in the community.

Position Description:

Plans, organizes, and supervises the workforce management (WFM) activities in order to ensure that corporate goals and objectives are met.

Primary Job Responsibilities:

Leads the WFM function, including forecasting, scheduling, time off approval, staffing needs, long range planning, recruiting plans, shift bids, and reporting requirements. Leads, evaluates, and coordinates the contact center and claims operation WFM functions and assignments. Develops and enforces policies, procedures, guidelines, and standards for the WFM functions. Analyzes performance, processes, and technology and recommends improvements to enhance operational efficiency. Researches new WFM technologies and provides recommendations to meet contact center and claims operation business needs and reviews, negotiates, and recommends service contracts. Leads the troubleshooting of end user and system issues relating to WFM systems/tools and escalates issues as necessary. Interviews, hires, trains, evaluates, manages and develops staff to ensure accountability for achievement of departmental goals and objectives. Develops and maintains relationships with customers, affiliates, business partners, vendors, and internal contacts. Participates in the development of short and long term strategies, goals, objectives, and monitoring of the annual budget for the department. Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.