Workforce Planning Manager

About Pill Club

Pill Club is reinventing the way women receive healthcare and essential medicine. Starting with birth control, we create a patient experience that is personal, convenient, affordable, and delightful. We offer everything she needs in one place – healthcare through telemedicine, payment using credit card or insurance, and prescriptions by mail.

Our mission is to be a trusted healthcare partner for women, empowering them through access, choice, and education – all while delivering a positive and personal experience. Launched in 2016, the Pill Club is a leader in the technology-enabled virtual care and pharmacy space, serving hundreds of thousands of patients across the US.

Description

The Workforce Planning Manager (WPM) is an important member of the team who helps us deliver the right care at the right time. The WPM will own the development of strategic and tactical workforce management planning including activity forecasting and long-term staff planning. This position evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. The WPM will experience a wide range of problem-solving situations that require immediate real time intervention. This position is responsible for overseeing the workforce planning and scheduling for Operations teams – Patient Care, Medical and Pharmacy. The objective of this position is to optimize service level targets while ensuring the most efficient use of company staffing resources. This position must be able to align Workforce Management efforts to overall customer outcomes and support company objectives.

Essential Duties & Responsibilities

• Develop Pill Club’s forecasting and scheduling strategy and tactical workforce planning

• Over time, hire, lead and develop workforce planning analysts

• Coordinate and collaborate with Pill Club Operations units

• Use Workforce Management software tools and planning processes to generate and create optimized schedules for Operations phone and on-line based roles and plan offline activities to ensure all service level and operational targets are met

• Analyze performance history and determine optimum offline activities as well as identifying shrinkage and occupancy issues

• Review contact volume forecasts and staffing gaps with Patient Care management team on a daily, weekly, monthly, quarterly, and annual basis

• Coordinate with Operations leadership to develop and maintain call/chat flows, call routing, and all prompts, hold messaging and greetings

• Maintain relationships with external vendors who supply the software for Workforce Management and phone systems in partnership with IT

• Establish and maintain communication channels with Business Development, Product, Marketing, and Training

• Provide executive level reports on workload trends and staffing requirements

• Engage in overall operations strategy and defining how to provide the best patient experience while continuing to drive maximum efficiency

• Develop and implement contingency staffing models

• Ensure schedules generated by workforce meet service objectives and make best use of resources

• Implement and maintain a set of best practices in workforce management that are applied across all groups to ensure consistent processes and procedures

• Ensure adherence/compliance to applicable laws, policies and procedures in all work groups

• Monitor and react to Service Level alerts by managing and performing recovery actions to ensure high levels of service delivery; ensure all service level targets or quality indicators are met to provide a consistent patient experience

Additional Responsibilities & Key Characteristics

• Highly quantitative and detail oriented individual who works with urgency, and maximizes the efficiency of our talented resources

• Seasoned judgment with the ability to analyze problems from different points of view while making timely decisions; listens carefully for patterns and/or themes to effectively evaluate the costs, risks, and benefits of alternatives

• Promotes information sharing throughout the organization; communicates proactively especially during change

• Provides compelling rationales for arguments; accurately anticipates the reactions of others; effectively identifies and addresses the needs and concerns of stakeholders

• Cross-functional capabilities

• Deeply committed to patient satisfaction and strong desire to contribute to company growth.

• A strong communicator (written and verbal).

• Creative problem-solver; willing to take calculated and thoughtful risks.

Minimum Qualifications

• Degree in statistics, applied mathematics, computer science, engineering or closely related concentrations or equivalent experience

• Proficient in Microsoft Advanced Excel, Access, and SQL

• 5+ years contact center workforce experience

• 2+ years of experience in people management

• Strong contact center industry knowledge; preferably in a telehealth environment

Physical Demands

While performing the duties of this job, the team member is regularly required to sit while utilizing a computer for extended periods of time; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The team member frequently is required to walk and occasionally required to stand. The team member must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position works in a traditional office environment with a noise level that is usually moderate.