Workforce Management, Progyny
Real Time Supervisor
$75-85k
Salary applicable for NYC-based applicants + Company equity + Bonus program
More information about location
Fertility benefits management company
Be an early applicant
Fertility benefits management company
501-1000 employees
Be an early applicant
$75-85k
Salary applicable for NYC-based applicants + Company equity + Bonus program
More information about location
501-1000 employees
Company mission
To empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.
Role
Who you are
- This position involves a keen eye for detail and a strong ability to interpret data to make informed decisions
- 4+ years of experience in WFM Command Center experience monitoring performance and addressing concerns with PCA’s and Leadership team
- Experience in a supervisory role
- Must be highly analytical and have a strong attention to detail
- Strong communication & coaching, interpersonal, and conflict-resolution skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong written skills
- Experience with Five9 or other ACD’s is preferred
What the job involves
- The Real Time Supervisor plays an essential role within the Command Center operations, focusing on monitoring and analyzing call volume and staff adherence to ensure Performance Guarantees are consistently met
- This work supports the seamless operation of the contact center, ensuring that the appropriate number of agents are scheduled and available to address member needs efficiently
- Through their efforts, the Real Time Supervisor contributes to the overall effectiveness and efficiency of the Member and Provider team
- Monitor real-time dashboards to ensure status and schedule adherence across all phone teams
- Monitor call queue dashboards to ensure client service level agreements (SLAs) are met
- Monitor changes in staffing levels (i.e. Call Outs) and work to ensure planned coverage is met
- Oversee Real-time call volume and agent availability to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
- Communicate with agents and leadership when agents are out of adherence or need assistance
- Monitor numerous real-time metrics such as: Service Level, Average Speed of Answer, Abandon calls, Adherence, Average Handle Time, After Call Work, and Overtime against a matrix of defined thresholds
- Coordinate with Workforce Management (WFM) to implement schedule adjustments, including break and lunch timings, to meet unexpected demand and provide suggestions for real-time skilling adjustments to help with coverage
- Serve as the main contact point between Contact Center Supervisors/Manager and Workforce Management (WFM) to relay real-time insights and recommend immediate actions to address service level risks
- Manage high volumes or crisis situations, to mitigate the impact on service quality
- Assist in maintaining reporting for tracking incoming and outgoing work for the Patient Care Advocate team, creating reliable processes for adding off-phone time to Verint schedules
- Track outgoing work for the Patient Care Advocate team and communicate with Supervisor/Management team to ensure corrective action, if needed, is taken
- Act as a liaison with the Workforce Management (WFM) team and operations
- Utilize Virtual Observer to validate and monitor agent's metrics such as Overtime, Project time, and Email time
- Provide Daily/Weekly/Monthly metric reports to leadership
- Collaborate with WFM Management and Verint SME on trends
- Document and report findings on adherence violations, call avoidance, Email/Project time violations and other related agent performance concerns
- Document and report on incidents and resolutions, including the impact of real-time decisions on Performance Guarantees
- Help to Identify Top Performers and make recommendations for recognition and rewards!
Our take
Progyny stands at the forefront of fertility benefits management in the United States, reshaping the landscape of fertility and family-building benefits through its holistic approach that caters to employers, patients, and physicians alike. As the demand for fertility benefits surges amidst a competitive labor market, Progyny has experienced remarkable growth, boasting a client base exceeding 370 across 40 industries.
In a testament to its commitment to comprehensive care, Progyny has recently expanded its provider network to encompass reproductive urologists (RU), recognizing the significance of male-factor infertility which accounts for approximately one-third of infertility cases. This expansion extends coverage and accessibility to millions, underscoring Progyny's dedication to addressing diverse fertility needs.
Through its strategic expansions and unwavering dedication, Progyny continues to pioneer advancements in fertility and family-building benefits. by fostering inclusivity and providing unparalleled support, Progyny remains at the forefront of revolutionizing reproductive healthcare, shaping a brighter future for individuals and families alike.
Steph
Company Specialist at Welcome to the Jungle
Insights
41% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2017
$5m
EARLY VC
May 2017
$10m
SERIES B
Total funding: $98.3m
Company benefits
- Family friendly benefits: Paid family and parental leave-, fertility and family building benefits (including egg freezing, IVF, and adoption support), family care fund and Parents’ Employee Resource Group
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Company social events
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
Company HQ
Garment District, New York, NY
Leadership
Pete Anevski
(CEO, not founder)Held several other executive positions at the company, such as COO & CFO, before becoming CEO in 2022. Former Executive VP & CFO of WebMD.
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