WFO Manager, CMM Shared ServicesPhoenix, Arizona Job ID JR0100376 Category Workforce Operations Post Date Oct. 17, 2023
We are seeking a Workforce Optimization Manager to join our growing healthcare technology organization.
The Workforce Optimization Manager will be responsible for managing a team of leaders within WFO Department. The Manager will have the responsibility to ensure the group achieves performance goals, meets all project timelines and embodies the McKesson/CoverMyMeds principles of iCARE and iLEAD.
The Manager will be responsible for monthly performance measurements and evaluations for their team and provide timely feedback and coaching. The Manager will assist with the development of innovation initiatives within the team, ensure process documentation is up to date and accurate, and serve as first line escalation resolution for concerns facing the team. They may also be called upon to back-up or assist the Sr WFO manager for CAPAs, SOPs/WIs and other division projects.
Implementing call center initiatives, managing utilization trends, proposing operational improvements and RFP projects.
Supervision and development of all WFO staff (exempt and non-exempt)
Ensure service level agreements and productivity goals are met
Oversee all workload forecasting and staff plans
Coordinate all reporting related to WFO
Participate in strategic planning and goal development
Work with operational teams to develop key performance indicators by creating dashboards and scorecard reporting
Develop presentations on recommendations and process implementations to senior management
Attend sales calls and work on RFP opportunities
Complete special projects as needed
Manage contact center WFO related projects
Measure and coach within team’s core competency set
RFP related projects (staff plans)
Manage team projects
Troubleshoot technical WFO system related issues and complex Excel database used by team
Typically requires 6+ years of professional experience and 0-2 years of supervisory experience.
6+ years of direct experience in workforce management and analytics in a call center environment, preferably in multi-channel queue management
5+ years of experience working with different WFM platforms (IEX, eWFM, Verint etc.)
Understanding of all WFM core concepts inclusive of but not limited to Forecasting, Scheduling, Real Time
5+ years of experience working with different ACD technology (Five9, Avaya, Aspect, etc.)
5+ years of experience working with Staff plans, specifically RFPs in sales opportunities
5+ years in data analysis, forecasting and developing staff plans
Project management experience
Ability to write reports, presentations and produce work instructions/SOPs
Ability to lead meetings and speak in front of groups of peers, leaders and business partners
Bachelor’s Degree OR equivalent experience
At CoverMyMeds, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to supportphysical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at CoverMyMeds, pleaseclick here.
As part of Total Rewards, we are proud to offer a competitive compensation package at CoverMyMeds. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.
Our Base Pay Range for this position$67,500 - $112,500
CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.
How we work and live plays a big role in building a healthier world. View our wide range of health benefits, financial benefits, wellness programs, and flexible working schedules.
Ready for the next step? We’ll guide you along the journey of our hiring process.
Culture and Values
Advancing health outcomes for all — this is the foundation of how we interact with customers, business partners, and each other. Meet the team and learn more about our mission.
Diversity, Equity & Inclusion
Our culture is built around diverse perspectives because everyone’s unique story, experiences, and ideas are valued here.
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