Manager - Call Center Resource Planning

Position Summary

We are seeking a Business Planning Manager with 5+ years of Workforce Management, Call forecasting and Management experience. This position is responsible for call forecasting and planning, staffing requirements, management of call monitoring and adherence for the Care Organization. This individual will own the calling portion of the business including installation of new tools, staffing requirements and metrics performance as well as the many different types of analysis that are needed on an ad-hoc and reoccurring basis. This role leads a team of individuals charged with phone monitoring and metrics performance.

Building strong working relationships and delivering on individual commitments will be critical to the success of this role. Candidates should possess outstanding analytical and critical-thinking skills as well as a proven track record of collaboration within cross-functional organizations.

Responsibilities include:

• *Monitoring performance and compliance of established Workforce Planning & Analysis processes and procedures. A critical function of the position is to ensure the most efficient use of call center staffing resources to meet customer demands, 7 days a week, in an effort to ensure objective answer time results are achieved across all intervals.
• Developing and implementing contingency staffing models. Must coordinate with workforce analysts and call center managers across sites to identify opportunities for service improvements and cost efficiencies.
• Leading a team of resource planning analysts and supervisor to ensure productivity, scheduling and budget objectives are met.
• Implementing best practices in workforce management across all sites to ensure consistent processes and procedures.
• Driving a culture of root cause analysis with a focus on removing inefficiencies from processes.
• Leading operational meetings to assess performance, training readiness and completion, daily shrinkage plan, and impacts to real time adjustments and changes.
• Provide training, coaching and development to supervisor and analysts, as well as recruiting, hiring and managing resources across all sites.
• Validating call data feeds to ensure proper data collection with all work force management systems.
• Conducting ad-hoc analysis and managing reporting and metrics as it relates to developing, analyzing and producing daily, weekly and monthly reports to assess current trends relative to driving day to day business decisions. Providing insightful reports and updates to leadership by leveraging data and sound analysis.
• Working collaboratively with groups across various geographies and time zones, including but not limited to Senior Leadership, Operations & Finance, to coordinate timelines to meet Senior Management and Corporate deliverables. Partnering with these groups to provide value-add analysis to the business leaders.
• May include traveling to pharmacy locations.

Position Summary

We are seeking a Business Planning Manager with 5+ years of Workforce Management, Call forecasting and Management experience. This position is responsible for call forecasting and planning, staffing requirements, management of call monitoring and adherence for the Care Organization. This individual will own the calling portion of the business including installation of new tools, staffing requirements and metrics performance as well as the many different types of analysis that are needed on an ad-hoc and reoccurring basis. This role leads a team of individuals charged with phone monitoring and metrics performance.

Building strong working relationships and delivering on individual commitments will be critical to the success of this role. Candidates should possess outstanding analytical and critical-thinking skills as well as a proven track record of collaboration within cross-functional organizations.

Responsibilities include:

• *Monitoring performance and compliance of established Workforce Planning & Analysis processes and procedures. A critical function of the position is to ensure the most efficient use of call center staffing resources to meet customer demands, 7 days a week, in an effort to ensure objective answer time results are achieved across all intervals.
• Developing and implementing contingency staffing models. Must coordinate with workforce analysts and call center managers across sites to identify opportunities for service improvements and cost efficiencies.
• Leading a team of resource planning analysts and supervisor to ensure productivity, scheduling and budget objectives are met.
• Implementing best practices in workforce management across all sites to ensure consistent processes and procedures.
• Driving a culture of root cause analysis with a focus on removing inefficiencies from processes.
• Leading operational meetings to assess performance, training readiness and completion, daily shrinkage plan, and impacts to real time adjustments and changes.
• Provide training, coaching and development to supervisor and analysts, as well as recruiting, hiring and managing resources across all sites.
• Validating call data feeds to ensure proper data collection with all work force management systems.
• Conducting ad-hoc analysis and managing reporting and metrics as it relates to developing, analyzing and producing daily, weekly and monthly reports to assess current trends relative to driving day to day business decisions. Providing insightful reports and updates to leadership by leveraging data and sound analysis.
• Working collaboratively with groups across various geographies and time zones, including but not limited to Senior Leadership, Operations & Finance, to coordinate timelines to meet Senior Management and Corporate deliverables. Partnering with these groups to provide value-add analysis to the business leaders.
• May include traveling to pharmacy locations.

Preferred Qualifications

Knowledge of Six Sigma Principles preferred

Strong PC skills, including Excel & other MS Office applications; previous experience with Hyperion & Essbase highly preferred.

Required Qualifications

• 5+ years of experience leading in a Call Center environment (previous PBM experience strongly preferred).
• 4-5 years of experience with Avaya CMS manager, call forecasting and Metrics analysis
• Experience utilizing WFM tools such as I-360, IEX, eWFM
• Attention to detail; strong drive to ensure the integrity of underlying data & reports.
• Strong communication and presentation skills.
• Ability to multitask and prioritize within a fast paced environment.
• Experience with supervising staff of 10 or more individuals
• Must be flexible and willing to work various shifts based on the needs of the business