CVS Health Director of Scheduling & Real-Time management_ Specialty Ops in Texas
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.
•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
• Specialty pharmacy/PBM experience preferred
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.
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