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Support Strategist

North Carolina

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