Manager Workforce ManagementLocation: This position will work a hybrid model (remote and office). The Ideal candidate will live within 50 miles of one of our Elevance Health PulsePoint locations. Preferred locations: Altamonte, FL or St. Loius, MO.BioPlus Specialty Pharmacy is now part of CarelonRx (formerly lngenioRx), and a proud member of the Elevance Health family of companies. Together, CarelonRx and BioPlus offer consumers and providers an unparalleled level of service that's easy and focused on whole health. Through our distinct clinical expertise, digital capabilities, and broad access to specialty medications across a wide range of conditions, we deliver an elevated experience, affordability, and personalized support throughout the consumer's treatment journey.The Manager Workforce Management will be managing Real Time Analysts and Scheduling and Forecasting Analysts.How you will make an impact:
Monitors forecasting effectiveness and accuracy at all levels.
Ensures service levels and productivity goals are met.
Implements and maintains workforce management platform.
Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity improvement.
Coordinates all reporting related to workforce management.
Develops performance indicators and reporting mechanisms to measure operating standards and to facilitate effective decision support.
Organizes project tasks, structures information collection activities and sets timelines for completion of required tasks.
Develops and maintains scheduling processes.
Serves as the resident expert on workforce management software package.
Participates in long range planning and the formulation of goals.
Oversees technology and process improvements to ensure the highest-level possible customer satisfaction and cost effectiveness.
Collaborates with Information Systems staff to design, implement and maintain customer communications systems.
Develops presentations around project recommendations and implementation and presents them to senior management.
Completes special projects as needed.
Hires, trains, coaches, counsels, and evaluates performance of direct reports.
Minimum Requirements:
Requires a BS/BA degree in business, statistics or a related field; at least 2 years in a multi-skilled call center environment; 5-7 years of operations management experience including forecasting, scheduling and real-time operations management; at least 2 years' experience using Workforce Management Software; or any combination of education and experience, which would provide an equivalent background.
Preferred Skills, Capabilities, and Experiences:
Proficiency in workforce management platforms and strong analytical skills. (i.e.: NICE, Tableau)
Exceptional organizational and managerial abilities.
Excellent communication skills and ability to collaborate with various stakeholders.
Detail-oriented with a strategic approach towards problem-solving.