Sr. Manager, Workforce Optimization

Primary Responsibilities:

• Develops long-term workforce management strategies to enable operations efficiency to support growth and business objectives.
• Manages a team of resources (work coordinators) and manager(s) responsible for the execution of the workforce optimization activities.
• Establishes plans for the ongoing use of Calabrio/Avaya/CMS tools used for scheduling, forecasting and monitoring pending work to ensure metrics are achieved.
• Works closely with Operational leadership teams to support established operational Key Performance Indicators (KPIs).
• Implements organization wide plans focusing on gains in efficiency and standardization to improve customer service and deliver exceptional services to patients.
• Designs staffing models that support scalable operations functions while delivering on financial plans.
• Drives resource allocation planning across teams to ensure optimal service levels, cost efficiency and resource utilization.
• Ensures consistent operations by designing and implementing best practices in workforce scheduling and capacity management.
• Collaborates with the leadership team to deliver continuous improvements and operational efficiencies.
• Stays on top of the latest trends and technology and brings new solutions to the business.
• Performs related duties as assigned.

Experience and Educational Requirements:

Requires a minimum of 5 years of experience managing direct reports, broad training in fields such as change management, workforce management, data and analytics, finance, organizational development, or similar vocations generally obtained through completion of a four-year bachelor’s degree program; normally requires between five to seven (5-7) years directly related and progressively responsible experience in call center environments. A successful candidate would be considered a subject matter expert in the areas of workforce management and demonstrated experience in performance improvement activities within these areas. Deep knowledge of Avaya CMS, Calabrio, or other scheduling software preferred.

Minimum Skills, Knowledge, and Ability Requirements:

• Proven ability to communicate effectively both orally and in writing; ability to communicate with various levels of an organization in a clear, concise manner, and effectively convey ideas.
• Strong presentation skills; ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding.
• Strong mathematical and analytical skills; Ability to analyze complex data and offer solutions; strong proficiency with Microsoft Excel.
• Demonstrated commitment to excellent customer service.
• Strong project management skills, including the ability to effectively deploy resources and manage multiple projects.
• Ability to lead dynamically and energize multidiscipline work teams.
• Solid consultative skills and ability to effectively facilitate groups to resolution. Ability to create trust and confidence.
• High detail-orientation and strong interpersonal skills required to coordinate information among multiple internal groups.
• Ability to operate well in a team environment, independently with minimal supervision required.
• Strong organizational skills and the ability to prioritize workload, meet deadlines, and perform multiple tasks simultaneously. Must be able to foster a positive work environment, with the ability to lead through change, build teams, and motivate staff.
• Demonstrated working knowledge of Microsoft Office Suite.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

$98,200 - 151,360

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

.

Affiliated Companies:Affiliated Companies: Lash Group, LLC