Manager, Workforce Management

Role Summary

Navitus Health Solutions is seeking a Manager, Workforce Management to join our team!

The Manager of Workforce Management (WFM) leads the workforce management team to ensure optimal staffing and service level performance across the contact center. This role oversees all aspects of workforce planning, including setup, scheduling, forecasting, and analysis to meet internal and external commitments.

The Manager serves as the primary point of contact for WFM system maintenance, outages, and technical issue resolution, ensuring seamless integration between input and output systems. They are responsible for training associates on WFM technology and best practices. Additionally, the Manager drives data-driven decision-making by coordinating and performing analytics, reporting, and research using contact center data. Regular and ad-hoc reporting will highlight performance trends, identify improvement opportunities, and recommend efficiency strategies.

Is this you? Find out more below!

Responsibilities

• How do I make an impact on my team?
• Lead a team of analysts and coordinators to ensure that timely and high quality work is delivered consistently.
• Interface as department representative with IT to ensure continuity of the phone system, reporting tools, and workforce management software.
• Serve as direct contact for all matters relating to the phone system application.
• Make independent decisions on the set-up of system parameters of the WFM system.
• Responsible for approval of development of training materials and documentation of policies and procedures.
• Work cross functionally with call center and other operations department leadership to execute tactical plans that align with the goals and objectives of the WFM program.
• Assist in the analysis of WFM capacity and capabilities for managing new clients.
• Support the development of forecast volume, shrinkage, headcount requirements, new hire/modified shifts, and average handle time and measures accuracy of those forecasts against actual volume. Includes oversight of the review and approval of PTO.
• Review staffing forecasts on a daily, weekly basis and proactively address staffing concerns.
• Direct daily monitoring of contact volume demand in real time and flex workforce accordingly.
• Schedule activities around forecasted contact patterns and ensure activities are current in WFM system. Notify affected parties when off-line activities need to be rescheduled.
• Oversight of call routing strategies when unusual call patterns exist to ensure service levels are met; manage multiple queues and skill groups.
• Develop and design departmental reports for individual and unit performance metrics.
• Recommend and participate in process improvement initiatives.
• Oversee the creation of agent schedules to support volume demands and optimize performance.
• Prepare routine and ad-hoc analytical reports as requested by members of management.
• Develop and monitor adherence to agent work schedules that ensures a high level of customer service standards.
• Other duties as assigned.

Requirements

• What our team expects from you?
• Bachelor’s degree in mathematics, statistics, or related field or equivalent work experience required.
• 3+ years’ experience working in a contact center environment with 1+ year workforce management experience forecasting, scheduling, and utilizing WFM tools required.
• 3+ years of experience in coaching, mentoring, and/or leading others required.
• 2+ years’ experience using contact center reporting tools.
• Demonstrated experience writing reporting and system business requirements, testing, and implementing required.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.
• USD $63,827.28 - USD $76,900.12 /Yr.
• STAR Bonus % (At Risk Maximum)
• 10.00 - Manager, Clinical Mgr, Pharm Supvr, CAE, Sr CAE I
• Work Schedule Description (e.g. M-F 8am to 5pm)
• 8am to 5pm
• Remote Work Notification

ATTENTION: Navitus is unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.

Benefits

What can you expect from Navitus?

• Top of the industry benefits for Health, Dental, and Vision insurance
• 20 days paid time off
• 4 weeks paid parental leave
• 9 paid holidays
• 401K company match of up to 5% - No vesting requirement
• Adoption Assistance Program
• Flexible Spending Account
• Educational Assistance Plan and Professional Membership assistance

Referral Bonus Program – up to $750!

• Location: Address
• Remote
• Location: Country
• US

About the Company

Navitus

Navitus - Putting People First in Pharmacy - Navitus was founded as an alternative to traditional pharmacy benefit manager (PBM) models. We are committed to removing cost from the drug supply chain to make medications more affordable for the people who need them. At Navitus, our team members work in an environment that celebrates diversity, fosters creativity and encourages growth. We welcome new ideas and share a passion for excellent service to our customers and each other.. Current associates must use SSO login option at to be considered for internal opportunities. We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.