CVS Health
Remote/Telecommute
Director of Scheduling & Real-Time management_ Specialty Ops
Posted over 1 month ago
Job Description
Job Description
The Director of Scheduling & Real-Time management will lead and develop industry leading processes for agent scheduling, skilling strategy and real-time adherence. In short, this position will lead a critical function to ensure resources are being best utilized to not only meet phone performance guarantees, but workflow within the pharmacy queues.
The Director will be responsible for providing strategic support for staff alignment, scheduling and management to ensure the maximization of capacity and the achievement of service commitments. The Director will be responsible for improving occupancy and service achievement and conducting ongoing variance analysis to continuously improve daily schedule and staff alignment via shift bids and real time adjustments. Specialty Operations consists of phone, offphone/backoffice, benefit verification, clinical queues as well as back end fufillment. The Director will be responsible for improving existing staff planning models within Verint for an operation of more than 6K employees, both phone taking and back office/pharmacy operations. This leader will be responsible for supporting, shaping and designing an efficient skilling strategy, while conducting ongoing variance analysis to continuously improve the accuracy of scheduled resources. Scheduling and real-time management requires collaboration with many cross functional areas of the business including, forecasting, Training, HR, TA, Operations, client interface and vendor management.
Required Qualifications
* At least 10 years experience in operational planning & workforce management
* At least 10 years of leadership experience in a related environment
* At least 5 years of Call Center scheduling and operational planning
* 3-5 years of back office operational experience
Preferred Qualifications
* Specialty pharmacy/PBM experience preferred
Education
Bachelor Degree or Equivalent Work Experience
Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
The Director of Scheduling & Real-Time management will lead and develop industry leading processes for agent scheduling, skilling strategy and real-time adherence. In short, this position will lead a critical function to ensure resources are being best utilized to not only meet phone performance guarantees, but workflow within the pharmacy queues.
The Director will be responsible for providing strategic support for staff alignment, scheduling and management to ensure the maximization of capacity and the achievement of service commitments. The Director will be responsible for improving occupancy and service achievement and conducting ongoing variance analysis to continuously improve daily schedule and staff alignment via shift bids and real time adjustments. Specialty Operations consists of phone, offphone/backoffice, benefit verification, clinical queues as well as back end fufillment. The Director will be responsible for improving existing staff planning models within Verint for an operation of more than 6K employees, both phone taking and back office/pharmacy operations. This leader will be responsible for supporting, shaping and designing an efficient skilling strategy, while conducting ongoing variance analysis to continuously improve the accuracy of scheduled resources. Scheduling and real-time management requires collaboration with many cross functional areas of the business including, forecasting, Training, HR, TA, Operations, client interface and vendor management.
Required Qualifications
* At least 10 years experience in operational planning & workforce management
* At least 10 years of leadership experience in a related environment
* At least 5 years of Call Center scheduling and operational planning
* 3-5 years of back office operational experience
Preferred Qualifications
* Specialty pharmacy/PBM experience preferred
Education
Bachelor Degree or Equivalent Work Experience
Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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