Associate Director, Workforce Management

CenterWell

1d • Remote

About The Position

The Associate Director of Workforce Management (Scheduling & RTA) is a high-impact leadership role responsible for the tactical execution of the pharmacy’s labor strategy. You will lead the teams that translate long-range forecasts into optimized staff schedules and manage delivering service and TAT performance. This role is the bridge between planning and execution. You will ensure that call center advocates, technicians, pharmacists, and clinical support staff are positioned to meet fluctuating volumes, strict clinical Turnaround Times (TAT), and regulatory staffing ratios. Your goal is to maximize operational efficiency while maintaining a high level of employee engagement and patient safety. The Associate Director, Workforce Management assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Decisions are typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates.

Requirements

• Bachelor's Degree or 10 years of workforce management experience
• 5 or more years of management experience in scheduling and RTA management
• 5 or more years of experience working with BPO partners
• 5 or more years of experience working in healthcare
• Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
• Excellent written and oral communication skills
• Deep experience with Genesys, Verint and reporting tools
• Ability to work cross-functionally across multiple teams
• Strong analysis, critical thinking, and analytical problem solving skills
• Ability to handle multiple tasks and deadlines with attention to detail
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Nice To Haves

• Advanced Degree
• Prior experience in Process or Project Management

Responsibilities

• Oversee the creation and maintenance of multi-disciplinary schedules for licensed professionals across various geographies and time zones.
• Ensure all schedules strictly adhere to state-specific Board of Pharmacy regulations regarding pharmacist-to-technician ratios and clinical credentialing.
• Design strategies to account for "the big three" (training, coaching, and PTO) without compromising patient care or SLA targets.
• Lead the strategy for shift-bids, flexible scheduling options, and part-time/PRN utilization to maximize coverage during peak volume hours.
• Direct the RTA team in monitoring real-time volumes across voice, digital, and prescription processing queues.
• Develop and trigger "Red Zone" protocols during unplanned volume surges, system outages, or staffing shortages to reallocate resources in seconds.
• Establish clear adherence thresholds and work with pharmacy leadership to drive accountability and identify barriers to "time-on-task."
• Align scheduling and real-time maneuvers to meet aggressive SLAs for Prior Authorizations (PA), clinical reviews, and fulfillment cycles.
• Act as the primary point of contact for Pharmacy Floor Managers to resolve immediate staffing gaps or operational bottlenecks.
• Coordinate with outsourced partners to ensure seamless hand-offs and consistent adherence standards across internal and external teams.
• Lead "Week-in-Review" sessions to analyze variances between scheduled vs. actual staffing and the impact on performance.
• Oversee the development of real-time dashboards that provide visibility into occupancy, utilization, and service level performance for senior leadership.
• Continuously refine scheduling logic and RTA workflows based on historical performance trends and changing clinical requirements.

Benefits

• medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Director