WFM Manager, CMM Shared Services

Current Need

We are seeking a Workforce Optimization Manager to join our growing healthcare technology organization.

Position Description

The Workforce Optimization Manager will be responsible for managing a team of leaders within WFO Department. The Manager will have the responsibility to ensure the group achieves performance goals, meets all project timelines and embodies the McKesson / CoverMyMeds principles of iCARE and iLEAD.

The Manager will be responsible for monthly performance measurements and evaluations for their team and provide timely feedback and coaching.

The Manager will assist with the development of innovation initiatives within the team, ensure process documentation is up to date and accurate, and serve as first line escalation resolution for concerns facing the team.

They may also be called upon to back-up or assist the Sr WFO manager for CAPAs, SOPs / WIs and other division projects.

Additional responsibilities :

Implementing call center initiatives, managing utilization trends, proposing operational improvements and RFP projects.

Supervision and development of all WFO staff (exempt and non-exempt)

Ensure service level agreements and productivity goals are met

Oversee all workload forecasting and staff plans

Coordinate all reporting related to WFO

Participate in strategic planning and goal development

Work with operational teams to develop key performance indicators by creating dashboards and scorecard reporting

Develop presentations on recommendations and process implementations to senior management

Attend sales calls and work on RFP opportunities

Complete special projects as needed

Key Responsibilities :

Manage contact center WFO related projects

Measure and coach within team’s core competency set

RFP related projects (staff plans)

Manage team projects

Troubleshoot technical WFO system related issues and complex Excel database used by team

Minimum Requirements

Typically requires 6+ years of professional experience and 0-2 years of supervisory experience.

Critical Skills

6+ years of direct experience in workforce management and analytics in a call center environment, preferably in multi-channel queue management

5+ years of experience working with different WFM platforms (IEX, eWFM, Verint etc.)

Understanding of all WFM core concepts inclusive of but not limited to Forecasting, Scheduling, Real Time

5+ years of experience working with different ACD technology (Five9, Avaya, Aspect, etc.)

5+ years of experience working with Staff plans, specifically RFPs in sales opportunities

IVR experience

5+ years in data analysis, forecasting and developing staff plans

Project management experience

Additional Skills

Ability to write reports, presentations and produce work instructions / SOPs

Ability to lead meetings and speak in front of groups of peers, leaders and business partners

Education

Bachelor’s Degree OR equivalent experience

As part of Total Rewards, we are proud to offer a competitive compensation package at CoverMyMeds. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets.

In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

$64,100 - $106,900

CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees.

Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.