Workforce Management - Real Time Supervisor

Thank you for considering Progyny!

The Real Time Supervisor plays an essential role within the Command Center operations, focusing on monitoring and analyzing call volume and staff adherence to ensure Performance Guarantees are consistently met. This position involves a keen eye for detail and a strong ability to interpret data to make informed decisions. This work supports the seamless operation of the contact center, ensuring that the appropriate number of agents are scheduled and available to address member needs efficiently. Through their efforts, the Real Time Supervisor contributes to the overall effectiveness and efficiency of the Member and Provider team.

What you'll do...

• Monitor real-time dashboards to ensure status and schedule adherence across all phone teams.
• Monitor call queue dashboards to ensure client service level agreements (SLAs) are met.
• Monitor changes in staffing levels (i.e. Call Outs) and work to ensure planned coverage is met. Oversee Real-time call volume and agent availability to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs). Communicate with agents and leadership when agents are out of adherence or need assistance.
• Monitor numerous real-time metrics such as: Service Level, Average Speed of Answer, Abandon calls, Adherence, Average Handle Time, After Call Work, and Overtime against a matrix of defined thresholds.
• Coordinate with Workforce Management (WFM) to implement schedule adjustments, including break and lunch timings, to meet unexpected demand and provide suggestions for real-time skilling adjustments to help with coverage.
• Serve as the main contact point between Contact Center Supervisors/Manager and Workforce Management (WFM) to relay real-time insights and recommend immediate actions to address service level risks.
• Manage high volumes or crisis situations, to mitigate the impact on service quality.
• Assist in maintaining reporting for tracking incoming and outgoing work for the Patient Care Advocate team, creating reliable processes for adding off-phone time to Verint schedules.
• Track outgoing work for the Patient Care Advocate team and communicate with Supervisor/Management team to ensure corrective action, if needed, is taken.
• Act as a liaison with the Workforce Management (WFM) team and operations.
• Utilize Virtual Observer to validate and monitor agent's metrics such as Overtime, Project time, and Email time.
• Provide Daily/Weekly/Monthly metric reports to leadership.
• Collaborate with WFM Management and Verint SME on trends.
• Document and report findings on adherence violations, call avoidance, Email/Project time violations and other related agent performance concerns.
• Document and report on incidents and resolutions, including the impact of real-time decisions on Performance Guarantees.
• Help to Identify Top Performers and make recommendations for recognition and rewards!

About you...

• 4+ years of experience in WFM Command Center experience monitoring performance and addressing concerns with PCA's and Leadership team.
• Experience in a supervisory role.
• Must be highly analytical and have a strong attention to detail
• Strong communication & coaching, interpersonal, and conflict-resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written skills.
• Experience with Five9 or other ACD's is preferred.

Please note: This is not a digital nomad or remote international position; candidates must be based in the United States. Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.

About Progyny:

Progyny (Nasdaq: PGNY) is a global leader in women's health and family building solutions, trusted by the nation's leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians.

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools;provides access to a premier network of fertility and women's health specialists who use the latest science and technologies; drives optimal clinical outcomes; and reduces healthcare costs.

Our mission is toempower healthier, supported journeys through transformative fertility, family building and women's health benefits.

Headquartered in New York City, Progyny has been recognized for its leadership and growth as a TIME100 Most Influential Company, CNBC Disruptor 50, Modern Healthcare's Best Places to Work in Healthcare, Forbes' Best Employers, Financial Times Fastest Growing Companies, Inc. 5000, Inc. Power Partners, and Crain's Fast 50 for NYC. For more information, visit www.progyny.com.

Our perks:

• Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents' Employee Affiliation Group
• Menopause and midlife care

• Health, dental, vision and life insurance options for employees and family

• Free in-person, virtual and text-based mental health and wellness support

• Paid time off, including vacation, sick leave, personal days and summer flex time

• Company equity

• Bonus program

• 401(k) plan with company match

• Access to on-demand legal and financial advice
• Learning and development programs to help you grow professionally and a mentorship program

• Company social eventsto include annual volunteer day and donation matching

• Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office

In compliance with New York City's Wage Transparency Law, the annual salary [wage] range for NYC-based applicants is: $75,000 - $85,000. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. Progyny offers a total compensation package comprised of base salary, cash bonus, and equity.

Progyny is proud to be anEqual Opportunity and Affirmative Action employer.We respect and seek to empower each individual and support the diverse cultures, perspectives,skillsand experiences within our workforce. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition, status as a protected veteran, criminal history consistent with legal requirements or any other basis protected by law.

If you are an individual with a disability and need assistance or an accommodation during the recruiting process, please send an e-mail to apply@progyny.com.

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