Workforce Management Specialist - Albany, NY

We are seeking candidates who reside in Albany, NY. 

Public Partnerships LLC (PPL) supports individuals with disabilities or chronic illnesses and aging adults to remain in their homes and communities through self-directed care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget.   We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Learn more at pplfirst.com.

Duties & Responsibilities:

• Monitor call center queues, volumes, and service levels and make recommendations for updates to priorities based on volume and coverage.
• Monitor site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.
• Monitor agent statuses for adherence to agent schedules.
• Respond to all internal inquiries and requests in a professional, friendly, and timely manner.
• Possess excellent verbal, written communication and troubleshooting skills.
• Create and maintain excellent documentation of all calls, questions, complaints and mailed inquiries.
• Route email, and other administrative support duties as assigned.
• Develop excellent working knowledge of all relevant systems and operating platforms

Required Skills:

• Ability to handle multiple tasks while delivering appropriate response times.
• Excellent verbal, written communication and troubleshooting skills.
• Strong understanding of Five9 and Verint platforms for troubleshooting
• Strong understanding of Customer Service, Quality, and Training processes and procedures.
• Excellent knowledge of MS Windows, Excel and Word required.
• Ability to compose reports, business correspondence, and procedure manuals.
• Excellent verbal and written communication skills.
• Ability to troubleshoot.
• Ability to effectively present information and respond to questions from internal users.
• Excellent attention to detail and ability to manage time effectively in a fast-paced environment.

Qualifications:

• High school diploma or equivalent required; Bachelor’s Degree preferred,
• 4-6 + years’ experience in customer service, preferably in an automated system environment

WORKING CONDITIONS:

Office environment and remote.

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification.  It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

Compensation & Benefits

• 401k Retirement Plan
• Medical, Dental and Vision insurance on first day of employment
• Generous Paid Time Off 
• Continuing Education Assistance Program
• Employee Assistance Program and more!

Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.