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Support Strategist

Company: GoHealth
Location: Bennett
Posted on: January 12, 2022

Job Description:

Tier 1 is looking for a Support Strategist to provide operational support across GoHealth's CORE and Customer Eligibility teams. We're hiring a Support Strategist that will focus the internal strategy and process improvements for Tier 1 teams by using informed data. You will be tasked with diving into KPIs to identify deficiencies and areas for improvement in the operations funnel. You will lead high-priority improvement projects from ideation through execution. We are looking for someone who is a team-player, driven and highly analytical.

Responsibilities

CallMiner - Offshore / CST Feedback - Onshore

  • Responsible for confirming all offshore calls are scored within CallMiner
  • Monitors the CST Feedbacks and ensures they are being completed by Quality Assurance and Tier 1
    Staffing and Attrition
    • Assist senior management by communicating staffing needs during AEP and OEP seasons
    • Updates offshore rosters to the Tier 1 Master Roster (Accedo, VSP, Viasource, and ROI)
    • Reports terminations of offshore staff (Accedo, VSP, Viasource, and ROI) via UltiPro and IT
    • Submit offshore schedule updates and attendance disputes to Workforce via Jira
    • Data management of Tier 1's recruiting efforts for both onshore and offshore
      • Ensuring Tier 1 is meeting ramp goals throughout the year
      • Facilitate transitioning advocates between Five9's N1 and N6 platforms based on business need
        Metrics Monitoring and Reporting
        • Conceptualize, define and maintain core metrics for relevant areas of CORE and Customer Service; establish reliable reporting for monitoring these metrics, and proactively provide insights and/or solutions based on observed trends.
          • Monitor the ACW for all agents (onshore and offshore) and provide reporting of all low performers needing coaching and/or disciplinary action.
          • Provide specific metric reporting to offshore vendors
            • Daily ALTs to Accedo, VSP, Viasource, and ROI
            • Call log reporting for Accedo
            • Analyze the performance of the Team Managers by tracking data:
              • Coaching requirements have been met
              • Training sessions are executed to teams in a timely manner
              • Measure attrition
              • Ensure key metrics are met for promotions
                Skills And Experience
                • Bachelor's degree with at least 3-5 years of experience, including leading teams of 1-3 junior staff; MBA, MS, or other advanced degree a plus
                • Strong analytical, problem solving and multi-tasking skills
                • Prior consulting experience and/or a track record of facilitating strategic decisions and discussions with executive staff
                • Proficiency in Excel, SQL is a nice to have
                • Strong communication skills and experience with working cross-functionally across various teams
                • Expert at project management, able to independently manage multiple projects at various stages at one time
                • Proficiency in Excel, GSuite, SQL
                  Benefits & Perks
                  • Open vacation policy because work life balance is important
                  • 401k program with company match
                  • Employee Stock Purchase Program
                  • Medical, dental, vision, and life insurance benefits
                  • Paid maternity and paternity leave
                  • Professional growth opportunities
                  • Generous employee referral bonuses
                  • Employee Resource Groups
                  • Work from Home Stipend
                  • GoHealth is an Equal Opportunity Employer
                    Due to the unprecedented nature of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding, and day-to-day operations. We may return to an office setting once it is safe to do so and follow the guidance of local health authorities and the CDC. Currently, all employees are working remote.

Keywords: GoHealth, High Point , Support Strategist, Other , Bennett, North Carolina

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