Manager Workforce Management

CenterWell • Orlando, FL

1d • Onsite

About The Position

As the Manager, Workforce Management, you will lead a team of Analysts that integrates advanced and predictive analysis, people metrics, and reporting to develop strategic and operational insights for workforce decision-making for CenterWell Pharmacy. You will work within specific guidelines and procedures of CenterWell Pharmacy and apply advanced technical knowledge to solve complex problems by determining approach, resources, and goals.

Requirements

• Bachelor's degree
• 6 or more years of Workforce Management (WFM) experience
• 3 or more years of management experience leading a team of direct reports
• 2 or more years of experience with call center/telephony systems to include Five9, Verint, Genesys or related systems
• Comprehensive knowledge and proficiency with the Microsoft office suite to include Word, Excel and PowerPoint
• Excellent communication and presentation skills with the ability to work with and influence business stakeholders, vendors and onsite/remote teams at all levels in the organization
• Strong analysis, critical thinking, and analytical problem-solving skills
• Ability to handle multiple tasks and deadlines with attention to detail

Nice To Haves

• Prior experience in healthcare, pharmacy operations and/or payer environments
• Experience managing vendor oversight to include performance metrics, service level agreements (SLAs) and Profit and Loss (P&L) across onshore, nearshore, and far shore teams
• Prior experience in Process or Project Management

Responsibilities

• Manage a team of WFM Analysts by providing strong coaching and development, constructive feedback, and monitoring and recommending improvements for team performance.
• Assess organizational staffing and identify requirements and solutions to meet workforce goals for scheduling and intraday management for Front Office and Back Office environments.
• Provide analysis of Specialty Pharmacy call center and Mail Order Pharmacy talent and staffing needs based on strategic planning at the enterprise level.
• React to daily/weekly/monthly volumes and handle times/rates by determining the required staffing level changes to ensure delivery of service levels.
• Cross departmental collaboration and conduct briefings and area meetings; maintain frequent contact with other leadership across the department.
• Make decisions related to resources, approach, and tactical operations for projects for CenterWell Pharmacy to include: Identifying and resolving complex technical and operational problems such as intraday management of scheduling procedures, analysis of real-time workload requirements and call routing to manage and maximize efficiency and occupancy while attaining performance and service level requirements.
• Collaborate with key stakeholders to identify opportunities for improvement of workforce utilization and services.

Benefits

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

What This Job Offers

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