87 applicants

Company

Humana · 1 day ago

Associate VP, Pharmacy WFM & Operational Excellence

Remote Nationwide

Full-time

Remote

Lead/Staff

$181K/yr - $249K/yr

12+ years exp

Maximize your interview chances

Health CareHealth Insurance

H1B Sponsor Likely

Insider Connection @Humana

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

In a matrix environment, leads collaboration with various stakeholders to translate analytics into actionable tactics to support business objectives.

Lead the organization in the development of an annual budget and scenario planning in partnership with operations leaders and finance teams.

Partner with Finance and Operations leaders on budgetary and staffing plans

Develop accurate long term and short-term forecasts for contact volume, back-office tasks, productivity and clinical support needs using historical data, patterns and trends.

Deliver on service levels and turn-around time KPIs

Lead team execution of hourly, daily, weekly, monthly, and long-term planning of staffing plans for pharmacy business areas

Lead the creation and optimization of agent schedules for a multi-site in-house and BPO location optimizing for user/customer needs and employee experience.

Partner with operations leaders to support and drive connection between accurate staffing models and associate experience

Lead intraday teams in executing tracking of same day performance and delivering on operational KPIs (SLA, ASA, TAT, Backlog, Adherence, Shrinkage, etc).

Pro-actively identifies, communications and creates updated scheduling needs in response to planned & unplanned interruptions (emergency closings, bad weather, holidays, system outages) that impact operational performance

Responsible for operational scorecards to track annual, quarterly, monthly, weekly and daily performance compared to targets.

Oversee and manage the analysis and reporting on performance statistics to drive operational efficiencies, proactive responsiveness, and long-term forecasting.

Identify and communicate areas for continual improvement of service levels and staffing models

Lead the team by identifying and directing the implementation of process improvements that significantly reduce workload and/or improves quality across operations.

Analyzes, and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements.

Establishes and implements priorities, performance goals and objectives to ensure group results.

Ability to align teams on priorities, goals and objectives in an environment of limited resources

Manage and develop team; drive associate engagement & inclusion and diversity.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce ManagementProcess ImprovementManagement ExperienceWFM Tools NICEWFM Tools VerintCall Center BPO ExperienceMicrosoft WordMicrosoft ExcelMicrosoft PowerPointLean Six SigmaTeam Management

Required

Bachelor’s degree in Finance, Engineering, Business or a related field

12 or more years of Workforce Management experience

8 or more years of management experience

Experience with Process Improvement methodologies

Experience working with call center BPOs

In-depth understanding of WFM tools such as NICE and Verint, along with expertise in contact center telephony systems.

Comprehensive knowledge of Microsoft Word, Excel and PowerPoint

Excellent written and oral communication skills and experience in cross-functional collaboration with multiple organizations

Strong analysis, critical thinking, and analytical problem-solving skills

Ability to handle multiple tasks and deadlines with attention to detail

Must be passionate about contributing to an organization focused on continuously improving associate & consumer experiences

Preferred

Master's Degree in Mathematics, Engineering, Business or a related field

Prior experience in Process Improvement or Project Management

Prior Pharmacy or Call Center related experience

Lean Six Sigma Green or Black Belt

Benefits

Medical

Dental and vision benefits

401(k) retirement savings plan

Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)

Short-term and long-term disability

Life insurance

Many other opportunities

Company

Humana

Glassdoor

3.8

Humana is a health insurance provider for individuals, families, and businesses.

Founded in 1964

Louisville, Kentucky, USA

10,001+ employees

http://www.humana.com

H1B Sponsorship

Humana has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (217)

2022 (257)

2021 (258)

2020 (107)