Workforce Management Manager
New
H
HumanaPharmacy Operations
United StatesFull-TimeManager
Salary$94,900 - $130,500 per year
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Job Details
- Experience
- 6 or more years of Workforce Management (WFM) experience; 3 or more years of management experience leading a team of direct reports
- Required Skills
- Project ManagementData AnalysisMicrosoft Office
Requirements
- 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 including Five9, Verint, Genesys, or related systems.
- Comprehensive knowledge and proficiency with the Microsoft Office suite (Word, Excel, PowerPoint).
- Excellent communication and presentation skills with the ability to influence business stakeholders.
- Strong analysis, critical thinking, and analytical problem-solving skills.
- Ability to handle multiple tasks and deadlines with attention to detail.
- Bachelor's degree preferred.
- Prior experience in healthcare, pharmacy operations, and/or payer environments preferred.
- Experience managing vendor oversight including SLAs and P&L across onshore, nearshore, and far shore teams preferred.
- Prior experience in Process or Project Management preferred.
Responsibilities
- Manage a team of WFM Analysts by providing strong coaching, development, feedback, and performance monitoring.
- Assess organizational staffing requirements and identify solutions to meet workforce goals for Front Office and Back Office scheduling and intraday management.
- Provide analysis of Specialty Pharmacy call center and Mail Order Pharmacy talent and staffing needs based on enterprise-level strategic planning.
- React to daily, weekly, and monthly volumes, handle times, and rates by determining staffing level changes to ensure service levels.
- Conduct cross-departmental collaboration, briefings, and area meetings with leadership.
- Identify and resolve complex technical and operational problems, including real-time workload requirements and call routing.
- Collaborate with stakeholders to identify opportunities for improvement of workforce utilization and services.
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