Workforce Operations Manager - Remote

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Job Details

JOB OBJECTIVE: We are seeking an experienced Workforce Operations Manager to oversee and optimize workforce planning for our inbound and outbound call center operations. This role will be responsible for forecasting, scheduling, real-time management, and ensuring that staffing levels align with business objectives. The ideal candidate will have a strong background in call center operations, expertise with Five9 dialer systems, workforce management tools, and performance analytics.

ESSENTIAL JOB FUNCTIONS:

Workforce Planning and Forecasting:

• Develop accurate call volume and staffing forecasts for inbound and outbound campaigns.
• Analyze historical data and trends to predict workload and resource requirements.
• Collaborate with leadership to plan for peak periods, special events, and new campaigns.

 Scheduling and Staffing:

• Create and maintain team schedules to ensure optimal coverage and adherence to service level agreements (SLAs).
• Manage time-off requests, shift swaps, and schedule adjustments to maintain workforce efficiency.
• Optimize the use of part-time, full-time, and flexible staffing models.

Five9 Dialer Management:

• Oversee and optimize Five9 dialer settings and configurations for outbound campaigns.
• Work closely with campaign managers to ensure effective lead segmentation and dialing strategies.
• Monitor dialer performance metrics, including connection rates, abandonment rates, and agent utilization.

Real-Time Management:

• Monitor real-time call center performance, including agent adherence, occupancy, and call queues.
• Adjust staffing levels and priorities dynamically to meet changing operational needs.
• Coordinate with team leads to address escalations, outages, or unforeseen demand surges.

Performance Reporting and Analysis:

• Track and analyze workforce performance metrics, including average handle time (AHT), shrinkage, occupancy, and SLAs.
• Provide regular reports and actionable insights to management to improve efficiency and effectiveness.
• Identify and address trends or issues that may impact workforce performance.

System and Tool Management:

• Administer and optimize workforce management (WFM) software and tools.
• Ensure accurate data entry and system configuration to support effective forecasting and scheduling.
• Leverage Five9 reporting and analytics tools to enhance overall campaign effectiveness.

Labor Cost Management:

• Collaborate with Finance and Growth Operations & Enablement to optimize labor costs while ensuring customer satisfaction goals are met.
• Develop and execute strategies to maintain a cost-effective workforce without compromising service quality

Team Collaboration and Leadership:

• Work closely with operations managers, supervisors, and quality teams to align workforce strategies with business goals.
• Train and support staff in adherence to schedules and best practices.
• Lead workforce optimization initiatives to enhance overall call center productivity.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job.  Not all of the duties may be assigned to a position.

QUALIFICATION REQUIREMENTS:  These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION:

• Required: Bachelor’s degree in business administration, operations management, or a related field preferred. Equivalent experience considered in lieu of degree.

EXPERIENCE:

• Required: 3+ years of experience in workforce management within a call center environment.
• Preferred: Certification in Workforce Management or Five9 Administration; Experience integrating Five9 with CRM systems
• Hands-on experience with Five9 dialer systems, including campaign setup, lead management, and reporting.
• Experience with workforce management software (e.g., Verint, NICE, or similar tools).
   

OTHER SKILLS and ABILITIES:

• Strong understanding of inbound and outbound call center operations.
• Proficiency in Microsoft Excel and data analysis tools.
• Familiarity with call center metrics and KPIs.
• Strong understanding of predictive, preview, and manual dialing strategies.
• Excellent problem-solving and decision-making skills.
• Strong communication and collaboration abilities.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.