Manager Workforce Management

Manager, Workforce Management (WFM) Responsibilities

• Manage a team of WFM Analysts by providing strong coaching and development, constructive feedback, and monitoring and recommending improvements for team performance.
• Assess organizational staffing and identify requirements and solutions to meet workforce goals for scheduling and intraday management for Front Office and Back Office environments.
• Provide analysis of Specialty Pharmacy call center and Mail Order Pharmacy talent and staffing needs based on strategic planning at the enterprise level.
• React to daily / weekly / monthly volumes and handle times / rates by determining the required staffing level changes to ensure delivery of service levels.
• Cross departmental collaboration and conduct briefings and area meetings; maintain frequent contact with other leadership across the department.
• Make decisions related to resources, approach, and tactical operations for projects for CenterWell Pharmacy to include: Identifying and resolving complex technical and operational problems such as intraday management of scheduling procedures, analysis of real time workload requirements and call routing to manage and maximize efficiency and occupancy while attaining performance and service level requirements.
• Collaborate with key stakeholders to identify opportunities for improvement of workforce utilization and services.

Required Qualifications

• Bachelor's degree
• 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 to include Five9, Verint, Genesys or related systems
• Comprehensive knowledge and proficiency with the Microsoft office suite to include Word, Excel and PowerPoint
• Excellent communication and presentation skills with the ability to work with and influence business stakeholders, vendors and onsite/remote teams at all levels in the organization
• Strong analysis, critical thinking, and analytical problem-solving skills
• Ability to handle multiple tasks and deadlines with attention to detail
• Will work on-site at the CenterWell center located at 11010 Florida Crown Drive suite 200 Orlando, FL 32824

Preferred Qualifications

• Prior experience in healthcare, pharmacy operations and/or payer environments
• Experience managing vendor oversight to include performance metrics, service level agreements (SLAs) and Profit and Loss (P&L) across onshore, nearshore, and far shore teams
• Prior experience in Process or Project Management

About Us

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients.

About Humana: Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.