Job Description

Job Title: Workforce Manager - Member Services
Job ID: 708038
Status: Full-Time
Regular/Temporary: Regular
Shift: Variable
Facility: UPMC Health Plan
Department: Member Services
Location: 1650 Metropolitan Street, Pittsburgh PA 15233


Do you have a leadership background and previous experience managing a high volume call center? If so, an opportunity as a Workforce Manager with UPMC Health Plan's Member Services call center may be the perfect fit for you!


Under the general direction of the Director, the Workforce Manager assumes responsibility for managing, directing, and reporting all activities related to contact management, including exceeding all performance targets and maximizing the performance of all call center staff. This position is responsible for providing leadership and direction to director and manager level staff to meet or exceed UPMC Health Plan business objectives.  The Workforce Manager will work variable shifts during call center hours, Monday through Friday between the hours of 7 a.m. and 8 p.m. and Saturdays 8 a.m. to 3 p.m.


  • Analyze and trend data to identify member satisfaction and implement process improvement.
  • Control expenses while meeting operational, financial, and service requirements in a fast-paced managed care operations environment.
  • Dedicated to issue resolution in one call.
  • Develop strategic and tactical business plans for business units to achieve corporate business objectives.
  • Establish effective workflow to facilitate communication and teamwork between departments.
  • Identify critical business objectives; develop and implement business plans to support critical objectives.
  • Interact extensively with internal and external customers to build and maintain positive relationships supporting business goals and regulatory compliance.
  • Maintain a positive work environment for direct reports, including Business Analyst I & II and for the entire department.
  • Oversee the development/refinement of policies and procedures, workflows, and reporting development.
  • Participate in all phases of the recruitment and management of staff.
  • Provide call management system utilization, evaluation and implementation of systems that support contact volume.
  • Provide leadership and direction through developing and updating call flows, programs, determining appropriate standards and procedures, determining staffing requirements, and training opportunities.
  • Provide leadership and direction, support professional growth by providing training opportunities and appropriate resources.
  • Responsible for oversight and day to day operations of UPMC Health Plan's member touchpoints, including reporting on the performance.
  • Support all call center initiatives via reporting and communication.
  • Workforce management of call center staff including forecasting, scheduling, and call volume management, maximizing efficiencies.


  • Bachelors Degree preferred or equivalent business experience of 5 years in Contact Center
  • Five years management experience preferred.
  • Experience in managing large call volume with an emphasis on high touch service, workforce manager systems, and advanced call center technology.
  • Experience using Genesys call center technology preferred.
  • Call center experience highly preferred.
  • Experience in managing a large number of staff
  • Preferred knowledge of Managed Care
  • Incumbent must have strengths in methods and techniques of efficiency improvement, implementation of new technology, and change in work and call flows
  • Proven success in finding solutions to enhance the customer service experience
  • Ability to operate effectively in a very fast paced, complex environment required
  • Excellent organizational, interpersonal and communication skills
  • Proficient of Microsoft Office products and PC skills required
  • Proven process improvement and project management expertise required
  • Demonstrated ability to effectively influence others to accomplish Health Plan business objectives
  • Ability to react to users and clients needs in a timely and efficient manner and direct staff with minimal amount of supervision
  • Strong leadership skills and independent decision making ability.

    Licensure, Certifications, and Clearances:
    UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $30.89 to $52.76

Union Position: No

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