Description
The Service Operations Associate will assist with the day to day operations of the Member Services and Provider Relations departments. This person will play a key role in workforce management (WFM) for both teams, including forecasting call volume and managing the scheduling process to ensure that both departments are adequately staffed to meet service levels. Service Operations Associate will be an expert on all telephony and workforce management programs utilized by Progyny and will provide ad hoc support to other team members as needed.
What you’ll be doing…
- Manage day to day operations for the department’s workforce management. Responsibilities include but are not limited to, building team schedules, forecasting call volume, intraday adjustments to scheduling, coordinating events around peak call volume times, and produce call & email metric reporting.
- Provide to team leadership ad hoc staffing analysis requirements for the day necessary to maintain business performance standards.
- Assist in implementing changes to IVR system when needed.
- Uses call center tools to gather data and build reports used to analyze trends or patterns affecting staffing and contact volume.
- Acts as a point of contact, subject matter expert, educator and troubleshooter with regards to WFM, staffing/forecasting, and VoIP systems.
- Develops and maintains knowledge of workforce management and IVR tools to ensure the call center is leveraging new enhancements.
- Responsible for the setup and training of new hires on workforce management and VoIP programs.
- Collaborates with call center managers to gain an understanding of their front-line perspective and make any necessary changes or suggestions that will have a positive impact on the business and on call center employees.
About you…
- Bachelor’s degree or equivalent business experience required.
- Strong knowledge of Microsoft Excel required.
- Experience with inContact, Uptivity, NICE, Salesforce or similar tools preferred.
- 1 to 3 years experience in operations and/or workforce management required.
- Adept at networking and building relationships with all levels of management and staff.
- Excellent written, verbal, analytical and communication skills
- Ability to work in virtual team environment
About us…
Progyny is a leading fertility benefits management company in the US. We are redefining fertility and family building benefits, proving that a comprehensive and inclusive fertility solution can simultaneously benefit employers, patients, and physicians. Our benefits solution empowers patients with education and guidance from a dedicated Patient Care Advocate (PCA), provides access to a premier network of fertility specialists using the latest science and technologies, reduces healthcare costs for the nation’s leading employers, and drives optimal clinical outcomes. We envision a world where anyone who wants to have a child can do so.
Our mission is to make any member’s dream of parenthood come true through a healthy, timely, and supported fertility and family building journey.
Come join a company that’s been recognized by Modern Healthcare as one of the Best Places to Work in Healthcare.
Our perks:
- Family friendly benefits:
- Paid maternity and paternity
- Fertility benefits (including egg freezing and IVF)
- Emergency childcare program
- Parent’s group
- Health, dental, vision and life insurance options for employees and family
- Paid vacation and summer flex time
- Company equity
- Bonus program
- 401K Match
- Monday breakfasts/ Friday lunches/ healthy snacks
- Company social events
- Sit/ stand desks