Scheduling Manager Workforce Management

About the role

The Scheduling Manager leads the workforce scheduling function to ensure optimal staffing levels that support our goals, service level attainment, employee engagement, and operational efficiency for CenterWell Pharmacy. You will manage a team of Analysts and manage the development, execution, and continuous improvement of staffing schedules across multiple lines of business for CenterWell Pharmacy.

Responsibilities

• Schedule Strategy & Planning
  • Lead the creation and maintenance of short-term and long-term workforce schedules aligned with forecasted demand.
  • Develop staffing plans that increase service levels, productivity, occupancy, shrinkage, and labor costs.
  • Ensure schedules support our goals while following labor laws and organizational policies.
  • Evaluate scheduling effectiveness and recommend adjustments to improve operational performance.
• Workforce Management Leadership
  • Manage a team of Workforce Scheduling Analysts.
  • Establish performance expectations and development plans for scheduling team members.
  • Foster a culture of accountability, collaboration, innovation, and continuous improvement.
  • Guide standardization and best practices across scheduling processes and methodologies.
• Operational Partnership
  • Collaborate with Operations leaders to assess staffing requirements and address workforce challenges.
  • Provide schedule recommendations based on business needs, forecast changes, and operational priorities.
  • Participate in strategic planning discussions related to staffing models, new business initiatives, and organizational growth.
• Scheduling Optimization
  • Utilize Workforce Management systems to produce efficient schedules and identify opportunities for automation.
  • Analyze schedule efficiency metrics including adherence, occupancy, schedule fit, overtime utilization, and staffing variance.
  • Lead shift bids, schedule rotations, vacation planning, and intraday schedule adjustments.
  • Identify opportunities to improve employee flexibility while maintaining operational requirements.
• Reporting & Analytics
  • Monitor and report key workforce performance indicators.
  • Conduct schedule effectiveness analyses and provide actionable recommendations.
  • Prepare executive-level summaries and presentations on staffing risks, trends, and opportunities.
  • Support scenario planning and capacity analysis for future business needs.
• Compliance & Governance
  • Ensure scheduling practices comply with federal, state, and local labor regulations.
  • Maintain workforce management, governance standards, and documentation.
  • Monitor schedule adherence to organizational policies and service commitments.
• Continuous Improvement
  • Lead process improvement initiatives to enhance workforce scheduling accuracy and efficiency.
  • Support Workforce Management system implementations, upgrades, and enhancement projects.
  • Evaluate new workforce planning tools and methodologies to improve outcomes.

Qualifications

• 10 or more years of Workforce Management experience.
• 2 or more years of experience in a leadership role leading a team of direct reports.
• BPO (Business Process Outsourcing) vendor management call center/client services experience.
• Expertise in workforce scheduling methodologies, forecasting, and capacity planning.
• Experience working with Workforce Management platforms (Genesys, Verint, NICE IEX, Aspect, Calabrio, or similar).
• Advanced proficiency in Microsoft Excel and data analysis.
• Strong analytical, problem-solving, and decision-making skills.
• Experience presenting complex data, insights, and recommendations to senior leadership, with the ability to translate analytics into a compelling story that drives understanding, alignment, and decision-making.

Preferred Qualifications

• Bachelor’s degree.
• Experience supporting multi-site, remote, or hybrid work environments.
• Experience with healthcare, customer service, contact center, or operations organizations.
• 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.
• Extensive knowledge of forecasting, capacity planning, and real-time workforce management disciplines.
• Lever Six Sigma or Process Improvement Certification.