Manager, Workforce Management

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $63.8k - $76.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Navitus Health Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

💼 Consulting

🛡️ Insurance

🏥 Healthcare

Consulting • Insurance • Healthcare

Navitus Health Solutions is a pharmacy benefit manager (PBM) that provides transparent, people-centered pharmacy benefit solutions to health plans, employers, government programs and other plan sponsors. The company operates a 100% pass-through, cost-plus model that emphasizes lowering medication costs, managing formularies, specialty drug management (including a cost-plus specialty pharmacy), claims adjudication, pharmacy network management, and member enablement and support services. Navitus positions itself as a fiduciary partner focused on affordability, compliance, clinical quality and improving health outcomes through tailored PBM services and digital health integrations.

📋 Description

• Lead a team of analysts and coordinators to ensure timely and high-quality work • Interface with IT to ensure continuity of the phone system, reporting tools, and workforce management software • Serve as direct contact for phone system application matters • Make independent decisions on WFM system parameter setup • Approve development of training materials and documentation of policies and procedures • Work cross-functionally with call center and operations leadership on tactical WFM plans • Assist in analyzing WFM capacity and capabilities for new clients • Support forecasting of contact volume, shrinkage, headcount, shifts, and average handle time; measure forecast accuracy • Oversee review and approval of PTO • Review staffing forecasts and proactively address staffing concerns • Monitor contact volume demand in real time and flex the workforce accordingly • Schedule activities around forecasted contact patterns and maintain activities in the WFM system • Notify affected parties when offline activities need rescheduling • Oversee call routing strategies for unusual call patterns, multiple queues, and skill groups • Develop departmental reports for individual and unit performance metrics • Recommend and participate in process improvement initiatives • Oversee agent schedule creation to support demand and optimize performance • Prepare routine and ad-hoc analytical reports for management • Develop and monitor adherence to agent work schedules • Perform other duties as assigned

🎯 Requirements

• 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 • Ability to consistently interact cooperatively and respectfully with other employees • Remote work is unavailable to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming

🏖️ Benefits

• 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! • STAR Bonus % (At Risk Maximum): 10.00