Lumicera Health Services · 6 hours ago
Sr. Manager, WFM and Technology
United States
Full-time
Remote
Senior Level
$88K/yr - $108K/yr
5+ years expLumicera Health Services is defining the 'new norm' in specialty pharmacy to optimize patient well-being. The Sr. Manager, WFM and Technology will manage day-to-day operations and support systems within the organization, ensuring functionality and relevance to operational initiatives while collaborating with various stakeholders.
Health CareHospitalMedicalPharmaceutical
Responsibilities
Manage and oversee the day-to-day operations for new and existing system initiatives
Manage and lead standards and metrics to drive performance and exceed expectations through effective workforce management and technology including staffing, capacity, and performance
Ensures forecasts and schedules are timely, accurate, and consider channel inputs and business injects. Partners closely with Talent Acquisition leadership and staffing vendors to translate forecasting insights into actionable short- and long-term hiring strategies
Lead and develop cross functional relationships with call center supported leadership to ensure alignment and execution of tactical plans within the department goals and objectives of the WFM program
Ensure well defined and appropriate tools, procedures and strategies are in place to support teams’ needs for forecasting volume, shrinkage, headcount requirements, new hire or modified shifts, average handle times and approval for PTO are in place
Leads and executes the design and implementation of integrated resource planning processes
Responsible for drafting and presenting the technology roadmap including identification of needs and costs associated with the capital budget
Responsible for leading change management for all large-scale system changes and new system deployment within operation including achieving buy-in and a high rate of successful adoption of users
Manages system initiative scope, timelines and budget and communicates status, risks, and issues to stakeholders to ensure that the project's outcomes are achieved as defined, within budget and on time
Oversee incident and disaster recovery support for outages affecting all supported front-line systems. Develop and support departmental business continuity and escalation procedures. Educate staff regularly and test processes routinely to ensure quick and efficient implementation
Own and support all technology solutions on the IT and operational roadmap including involvement in vendor selection, business requirements, project planning, roll out and full implementation for supported groups
Participate in Sales activities, including RFP responses and potential client presentations
Other duties as assigned
Qualification
Required
Bachelor's Degree in Economics, Mathematics, Statistics, Business Administration, or related field of study, or equivalent work experience required
5+ years of progressive experience in contact center operations and strategy experience required
5+ years leading and developing teams required
Proven ability to interview end-users for insight on functionality, interface, problems, and/or usability issues required
Demonstrated experience leading change management for large-scale system changes and deployments required
Firsthand experience overseeing teams develop test cases and test plans required
Participate in, adhere to, and support compliance program objectives
The ability to consistently interact cooperatively and respectfully with other employees
Preferred
Experience using Agile principles preferred
Benefits
Top of the industry benefits for Health, Dental, and Vision insurance
20 days paid time off
4 weeks paid parental leave
9 paid holidays
401K company match of up to 5% - No vesting requirement
Adoption Assistance Program
Flexible Spending Account
Educational Assistance Plan and Professional Membership assistance
Referral Bonus Program – up to $750!
Company
Lumicera Health Services
If you are applying for a position at Lumicera Health Services, please only apply to jobs listed on https://navitus.com/our-company/careers/ Lumicera Health Services is defining the “new norm” in specialty pharmacy to optimize patient well-being.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2020-08-17Acquired
Leadership Team
Ben Heiser
General Manager, Specialty Pharmacy
Recent News
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