Workforce Management Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of Workforce Management Analysts by providing coaching, development, feedback, and enhancing performance.

• Evaluate organizational staffing and pinpoint scheduling and intraday-management needs and solutions for both Front Office and Back Office settings.

• Examine the staffing and talent needs of Specialty Pharmacy call centers and Mail Order Pharmacy through strategic planning at the enterprise level.

• Respond to daily, weekly, and monthly volume metrics, handle times, and service rates to assess necessary staffing adjustments required to meet service levels.

• Collaborate with various departments and facilitate briefings and area meetings.

• Maintain regular communication with department leadership.

• Make informed decisions regarding resources, strategies, and tactical operations for CenterWell Pharmacy initiatives.

• Identify and address complex technical and operational challenges related to scheduling processes, real-time workload demands, and call routing.

• Enhance efficiency and occupancy while fulfilling performance and service-level expectations.

• Work with stakeholders to uncover opportunities for workforce optimization and service enhancements.

⛳️ Requirements

• A minimum of 6 years of experience in Workforce Management (WFM).

• At least 3 years of management experience leading a team of direct reports.

• A minimum of 2 years of experience with call center/telephony systems, such as Five9, Verint, Genesys, or similar platforms.

• Extensive knowledge and expertise in Microsoft Office Suite, including Word, Excel, and PowerPoint.

• Strong communication and presentation abilities.

• Capability to engage and influence business stakeholders, vendors, and teams both onsite and remote at all organizational levels.

• Robust analytical, critical thinking, and problem-solving skills.

• Capacity to manage multiple tasks and deadlines while maintaining attention to detail.

• Previous experience in healthcare, pharmacy operations, and/or payer environments is preferred.

• Experience in managing vendor oversight, including performance metrics, SLAs, and P&L across onshore, nearshore, and offshore teams is preferred.

• Prior experience in Process or Project Management is advantageous.

• A Bachelor's degree is preferred.

• Self-provided internet service with a minimum of 25 Mbps download and 10 Mbps upload is required.

• Ability to work from a designated area without ongoing interruptions to safeguard PHI/HIPAA information.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical, dental, and vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company and personal holidays.

• Paid parental and caregiver leave.

• Short-term and long-term disability coverage.

• Life insurance.

• Occasional travel to Humana offices for training or meetings.

• Remote work arrangement.

• Dedicated workspace and internet requirements to facilitate effective remote work.