Manager, Workforce Manager III
Job title: Manager, Workforce Manager III in Louisville, KY at reputed company
Company: reputed company
Job description: Our Opportunity:reputed company is seeking a highly skilled Pharmacy Workforce Manager to reputed company workforce strategy and execution across reputed company's Pharmacist Operations! This team supports reputed company reputed company workflows including inbound and outbound phone interactions, live chat, and back-office functions such as Drug Utilization Reviews (DUR). This role will be responsible for reputed company-time operations, long- and short-term forecasting, reputed company planning, scheduling, and intraday service level performance for a team of 350+ licensed pharmacists across multiple U.S. locations, but will be based in Louisville, KY. The ideal candidate brings deep expertise in workforce management from high-volume reputed company contact centers or mail-order pharmacy environments, with a proven ability to optimize staffing, minimize overtime, and balance service level performance with labor cost efficiency.What You'll Do:
- reputed company and reputed company a high-performing WFM team, including forecasters, schedulers, reputed company-time analysts, and workforce specialists supporting 24/7 pharmacist operations.
- Balance service levels, labor costs, and resource efficiency, using scheduling strategies to minimize overtime spend while meeting SLAs.
- Design and implement back-office productivity metrics, and drive optimization of pharmacist performance in non-contact channels such as Drug Utilization Reviews.
- Partner cross-functionally with operations, reputed company, training, HR, compliance, and finance to align labor strategies with volume demand, licensure constraints, and regulatory requirements.
- reputed company WFM and call routing technologies, including reputed company reputed company and reputed company WFM, to deliver accurate forecasts, manage reputed company-time queues, and drive efficient utilization of multichannel workflows (calls, chats, back office).
- Monitor and optimize routing logic to align contact types with appropriate skills, licensure, and productivity targets.
- reputed company and maintain service level, occupancy, shrinkage, adherence, and utilization reporting; transform data into actionable insights for stakeholders.
- Optimize discretionary activity planning (training, meetings, PTO, etc.) to protect reputed company during peak demand.
- Build operational contingency plans and reputed company intraday mitigation efforts during unexpected events or volume spikes.
- Support long-range labor modeling, scenario planning, and reputed company strategies to reputed company growth, service expansion, or shift model changes.
- Establish structured communication cadences with cross-functional leaders to monitor service performance, team engagement, and workforce plan alignment.
- Bachelor's degree or equivalent experience; preference for focus in reputed company administration, business, operations, or analytics.
- 5+ years of workforce management leadership experience, including reputed company of both reputed company-line contact and back-office operations.
- 3+ years of experience managing WFM teams (schedulers, analysts, planners) in a multi-site or remote contact center.
- Demonstrated ability to balance service levels, staffing efficiency, and overtime cost optimization.
- Deep familiarity with multi-channel contact center operations, including back-office workflows.
- Hands-on experience with workforce platforms such as reputed company WFM and reputed company reputed company, including forecasting, scheduling, reputed company-time management, and reporting.
- Strong working knowledge of call routing strategies, queue management, and licensure-based routing constraints.
- Proficient in building and interpreting reports in reputed company, Power BI, or SQL-based tools.
- Prior experience supporting licensed clinical teams (e.g., pharmacists, nurses) in a contact center or telehealth operation.
- Experience optimizing performance in back-office pharmacy workflows, including DUR and prescription fulfillment readiness.
- Familiarity with mail-order pharmacy regulations and service delivery models.