Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.Job Posting TitleDirector Workforce PlanningJob DescriptionThe Director Workforce Planning directs the management and delivery of Prime’s operations planning process. This position partners with operations, finance, facilities and innovation teams to build short, medium and long term capacity plans, budgets and forecasts. This position leverages technology and analytics to optimize resources to realize service standards while meeting budget requirements. In addition, this position directs continuous improvement in decision support, providing tools and resources to help leaders manage their operations.Responsibilities:
Oversee definition of key performance metrics to provide managers a solid understanding of contact center performance. Devise data collection methods for the metrics and design reports. Identify, develop and implement potential solutions to resolve problems and remove barriers that inhibit the department’s ability to improve operations
Oversee long and short range workforce forecasting for call center operations and participate in budget and hiring planning
Create plans that ensure achievement of all performance and service guarantees, review and provide contracting guidance on all new client performance guarantees, and provide service guarantee reporting
Responsible for ongoing improvements to the planning process ensuring team alignment in planning process
Facilitate labor budgeting for operations that include technology and process enhancements. Partner with finance team and coordinate volume projections, update and maintain budget models
Work with operations team to facilitate regular staffing level reviews, gap analysis and create action plans when needed
Lead and develop analysts, schedulers, and coordinators responsible for intraday decision support, scheduling, budgeting, and operations planning
Other duties as assigned
Required Minimum Qualifications:
Bachelor’s degree in Business, Operations, Workforce Planning or related field, or equivalent combination of education and/or related work experience; HS diploma or GED is required
7 years of project management experience managing moderate to high risk projects in a structured environment
3 years direct management experience, including coaching, managing performance, hiring, motivating and developing staff
Must be eligible to work in the United States without need for work visa or residency sponsorship
Additional Qualifications:
Demonstrated experience in providing decision support leadership and improvements within a large organization with sophisticated processes
Demonstrated leadership in leading cross functional teams or project management leveraging Six Sigma or other continuous improvement methodologies, for example: TQM, Lean, etc.
Knowledge of best practice project methodologies in leveraging partnerships with business and technology project management offices
Preferred Qualifications:
Masters degree in Business or Health Care Administration
10 years experience in pharmacy, healthcare or manufacturing environment
Experience working with Cisco phone systems
Experience with NICE workforce planning software (IEX)
Experience in presenting and interacting with executive level and clients
Experience in designing or improving processes in an inbound/outbound or back office contact center environment specific to real-time queue management.
Experience in designing or improving intra-day, prior day reporting and/or short range requirements/forecasts in an inbound/outbound or back office contact center environment.
Experience in managing team members in a remote worker contact center environment.
Minimum Physical Job Requirements:
Constantly required to sit, use hands to handle or feel, talk and hear
Frequently required to reach with hands and arms
Occasionally required to stand, walk and stoop, kneel, and crouch
Occasionally required to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
Ability to travel up to 15% of the time
Reporting Structure:
Reports to Senior Director in the Workforce Planning department
Potential pay for this position ranges from $94,700.00 - $151,300.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page (https://www.primetherapeutics.com/careers/benefits/) and click on the "Benefits at a glance" button for more detail.Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, family status, national origin, age, disability, veteran status, or any other legally protected class under federal, state, or local law.Positions will be posted for a minimum of five consecutive workdays.Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.Prime Therapeutics LLC is an Equal Opportunity Employer. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email [email protected].