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Senior Workforce Manager, Call Center

SmithRx

SmithRx

Customer Service
Lehi, UT, USA
Posted on Saturday, June 1, 2024

Who We Are:

SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting edge technology, innovative cost saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.

We pride ourselves for our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values:

  • Integrity: Always operate with honesty and transparency so we earn the trust of our clients.
  • Courage: Demonstrate the courage needed to take on a broken industry and continuously improve what we offer to optimize health outcomes.
  • Together: Foster a collaborative and inclusive environment that values teamwork, respect, and open communication, and encourages creativity and diversity of thought.

Job Summary:

Creating amazing member experiences is at the heart of what we do on the SmithRx Member Support Team. To ensure we are able to assist every member as effectively as possible, SmithRx is looking for a highly skilled workforce manager (WFM). This role is responsible for executing the overall workforce plan for all call center operations with the organization. This role will also have direct reports that work in real time adherence, forecasting, scheduling, reporting, etc. This position will be a hybrid role, both in office and work from home (optional) in either our Plano, TX or Lehi, UT locations.

What you will do

  • Lead, mentor, and develop a team of direct reports within different WFM spaces (ie Real Time Analysis, Scheduling, Forecasting, etc)
  • Train direct reports and leaders on using workforce optimization (WFO) software
  • Coach and manage direct reports as needed based on the performance of your team and their specific goals
  • Lead the deliverables around forecasting/staffing models for multiple channels and lines of business including but limited to inbound and outbound phone calls, online chat, email, SMS, etc within multiple sites; both captive and offshore
  • Execute real time adherence objectives, ensuring queues and channels are optimized at all times
  • Balance workforce deliverables in alignment with performance guarantees and financial budgets
  • Develop reports and dashboards for stakeholder & leadership visibility
  • Assess, recommend, implement and execute on productivity/process improvements as well as A.I./automation strategies
  • Work closely with cross functional teams and leaders in support of their staffing objectives
  • Assess continual call arrival patterns for hours of operation changes
  • Create and present performance data, provide recommendations related to those data
  • Assist with vetting potential new software solutions in the call center space

What you will bring

  • 10+ years of leadership experience, specifically leading a workforce management team in a call center setting, managing multiple teams, locations as well as both captive and vendor centers (experience in healthcare industry preferred)
  • 3+ years experience of progressive roles within a workforce management team (realtime, forecasting, scheduling, reporting analyst, etc) outside of leading a WFM team.
  • Experience and proven success in leading and launching new WFO solutions and AI automations
  • Expert verbal, written, and presentation skills
  • Excellent time management and organizational skills
  • Comfortable with flexibility in a constantly changing work environment
  • Proven success in problem solving, critical thinking, and collaboration skills
  • Proficient in multiple omnichannel & WFO tools (Talkdesk, Twilio, Salesforce, etc)
  • Expert ability to analyze and present data to drive discussion and insight
  • Excellent data interpretation and analysis skills
  • Advanced proficiency in Microsoft Excel, G Suite
  • High degree of ownership
  • Ability to work autonomously and with minimal oversight

What SmithRx Offers You:

  • Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
  • Flexible Spending Benefits
  • 401(k) Retirement Savings Program
  • Short-term and long-term disability
  • Discretionary Paid Time Off
  • 12 Paid Holidays
  • Wellness Benefits
  • Commuter Benefits
  • Paid Parental Leave benefits
  • Employee Assistance Program (EAP)
  • Well-stocked kitchen in office locations
  • Professional development and training opportunities