Workforce Optimization Manager

<strong><i>"Outstanding people are the key to our success."</i><BR>Mike Ellis, CEO, Maxor National Pharmacy Services, LLC<BR><BR>Committed to the cost-effective delivery of impactful pharmacy and healthcare services to patients and clients, Maxor is an employee-driven organization where excellence is valued, recognized and rewarded. Talented and dedicated professionals like you continue to distinguish us as a national pharmacy and healthcare service provider like no other in the industry.</strong>

Tempe, AZ

Maxor National Pharmacy Services Company

<p>At Maxor, we&rsquo;re transforming the pharmacy industry to create healthier lives through purposeful engagement across Pharmacy Benefit Management, Pharmacy Management, Specialty Pharmacy, 340B, Rebate and Formulary Management, and Pharmacies.</p> <p>We put People First and are committed to providing outstanding service across all aspects of our business. Our goal is to create Flexible and Innovative solutions filled with inspired possibilities.<br /><br />The innovative spirit at Maxor will transform the way you think about pharmacy &amp; healthcare services. As we pave the way in a relentless commitment to positive health outcomes, it&rsquo;s never been a better time to be part of the Maxor team!<br /><br /><strong>Maxor is an EEO/AA/M/F/Vets/Disability</strong></p>

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Full Time

Overview: MaxorPlus is currently seeking a experienced Manager, Workforce Operations to join our dynamic &amp; growing operations team in our new locations in the Phoenix area.<br /><br /><span style="text-decoration: underline;"><strong>Position</strong></span><br /><br />The Workforce Optimization Scheduler is responsible for identifying daily and weekly schedules for Member Advocates so that Service Level Agreements are consistently met. The Scheduler will assist call center staff and management with issues related to schedule adherence and work assignments and work with the Workforce Forecaster to determine future staffing needs. The Scheduler will work closely with Supervisors, Trainers and the Workforce Team to be fully aware of all scheduled events and impacts to the weekly schedule and then make any adjustments accordingly. The individual selected for this position will also make sure to document all of their work products in order to have a detailed record of why their schedules are set up as they are and what variables were used to create them.<br /><br /><span style="text-decoration: underline;"><strong>Company</strong></span><br /><br />MaxorPlus is transforming Pharmacy Benefit Management to create healthier member lives through purposeful engagement. Integrating analytics, technology and information to identify intervention opportunities to communicate and engage with members to create change. Our proprietary engagement platform, combined with our suite of clinical solutions, guides members to make better, more informed choices, resulting in cost savings and improved clinical results. Grounded in our philosophy to put people first through our commitment to outstanding service, this foundation creates a PBM solution that is flexible, innovative and filled with inspired possibilities. MaxorPlus Inspiring What's Next. <br /><br /><span style="text-decoration: underline;"><strong>Company Locations</strong></span><br /><br />The Maxor team brings robust experience, diverse perspectives and passion from a nationwide team of 800+ professionals located in more than half of the US states.
Responsibilities: Desried Outcomes:<br /><br /> <ol> <li>Service Level Agreements (Call Service Levels, ASAs and/or Abandonment Rates and Processing Team Turnaround Times) are met each month for all MaxorPlus clients while minimizing the use of Overtime hours to meet our targets.</li> <li>Schedules will be evaluated and adjusted at least monthly, and potentially more frequently if necessary, to ensure that Service Level Agreements and training requirements are met.</li> <li>Recommendations will be made weekly to Supervisors and Managers regarding how to drive productivity and utilization increases.</li> <li>MaxorPlus is in the process of implementing a new contact center technology platform and the Scheduler will need to be an expert in the tool by the end of November 2020.</li> </ol> <ul> <li>Many responsibilities for this role will be in service of the Outcomes listed above.</li> <li>Monitors, analyzes and adjusts, on a real-time basis, staffing of inbound call queues using Talkdesk workforce and ACD applications to insure service level goals are being met. Monitors other work queues to insure that necessary staff resources are assigned.</li> <li>On a continual basis, evaluates staff shrinkage to determine impact to maintaining operational goals and makes recommendations to leadership regarding adjustments to staff work schedules, including extending shifts or offering voluntary time off.</li> <li>Creates reports and analyzes performance results from previous days to identify arrival patterns of calls, chats and emails and uses this information to recommend staffing adjustments that are intended to insure service level and operational goals are met.</li> <li>Serves as point of contact with call center management for staff and operational issues that could impact the achievement of real-time performance goals.</li> <li>Prepares and maintains reports, dashboards and forecasts</li> <li>Supports the preparation of ad hoc analysis and reporting that enables strong understanding of the business</li> <li>This role will need to build strong partnerships with operations, account management, sales, product, and software development teams in order to realize some of the outcomes.</li> <li>Performs special projects and other duties as assigned.</li> <li>Promptly reports any allegations of impropriety to the Compliance Department.</li> <li>Complies with Maxor&rsquo;s Ethical Business Conduct policy and Maxor&rsquo;s Compliance Program.</li> </ul>
Requirements: <strong>Education:</strong><br /><br /> <ul> <li>Bachelor&rsquo;s degree in applicable field of study</li> </ul> <br /><strong>Experience:</strong> <br /><br /> <ul> <li>3-5years of experience with Workforce Optimization, including real-time monitoring, forecasting, scheduling and people management</li> </ul> <br /><strong>Knowledge, Skills, and Abilities:</strong><br /><br /> <ul> <li>Excellent oral, written and interpersonal communication skills.</li> <li>Exceptional listening and analytical skills.</li> <li>Ability to utilize available technology to develop a robust and efficient staffing model.</li> <li>Advanced computer skills, including expertise in data analysis and manipulation.</li> <li>Strong knowledge of contact center processes and techniques.</li> <li>Demonstrated ability to work well in a team environment.</li> <li>Ability to maintain confidentiality.</li> <li>Dedication to providing exceptional customer service</li> <li>Knowledge of Pharmacy Benefit Management industry helpful but not required</li> </ul> <br /><strong>Why Choose Maxor?</strong><br /><br />Maxor offers a progressive culture where employees are valued as the Company&rsquo;s best asset, a &ldquo;dress for your day&rdquo; attire, and a collaborative, team oriented environment. We offer a comprehensive compensation &amp; benefits package including:<br /><br /> <ul> <li>$750 individual, annual medical deductible</li> <li>$25 office visit copays</li> <li>Low biweekly premiums</li> <li>Company paid basic life/AD&amp;D, Short-term and Long-term disability insurance</li> <li>Rx, dental, vision, short-term disability, and FSA</li> <li>Employer-matched 401k Plan</li> <li>Industry leading PTO plan</li> <li>And more!</li> </ul> <br />The innovative spirit at Maxor will transform the way you think about pharmacy &amp; healthcare services. As we pave the way in a relentless commitment to positive health outcomes, it&rsquo;s never been a better time to be part of the Maxor team!<br /><br />Apply online at:<br /><br />Maxor is an EEO/AA/M/F/Vets/Disability