Workforce Management Manager

Asembia; Florham Park (NJ); On-site; USD 124,000 - 176,000; Full time

Job summary

A leading company in the pharmaceutical sector seeks a Workforce Management Manager to oversee staffing, scheduling, and performance metrics for their contact center. The ideal candidate will have strong analytical skills, experience in workforce management, and excellent communication abilities. This role offers the opportunity to drive business objectives while ensuring exceptional customer service and profitability.

Qualifications

• Minimum 5+ years of professional experience in the pharmaceutical industry preferred.
• Experience in workforce management and call center phone systems required.

Responsibilities

• Forecasting, scheduling, and managing staffing for the ASPN hub.
• Providing headcount budgetary recommendations based on historical data.
• Creating dashboards and analyzing data to discover trends.

Skills

Detail-oriented

Organizational Skills

Time Management

Communication

Public Speaking

Initiative

Education

Bachelor's degree in finance, accounting, statistics

Tools

MS Excel

MS Word

MS Access

MS PowerPoint

SQL

Python

Five9

Verint

Job description

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Position: Workforce Manager

Department: Operations Strategic Support

Reports To: Manager of Workforce Management

FLSA: Exempt

Primary Function

The Workforce Manager is responsible for forecasting, creation, maintenance, and intra-day management of the staffing and schedules for the ASPN hub leveraging the ASPN phone system and WFM tools. This role involves tactical planning, schedule adjustments, and trend analysis to ensure that the ASPN hub achieves service level objectives that result in an exceptional customer experience while also maximizing profitability.

Job Scope And Major Responsibilities

• Responsible for assisting the hub to schedule and support the contact volume as needed.
• Responsible for providing headcount budgetary recommendations based on historical volume data and trending.
• Create staffing models to forecast results of various enhancements to events or procedural changes and make recommendations based on data interpretations.
• Provide forecasting and staffing reporting and commentary to senior leadership to drive business objectives such as improving employee engagement, customer service, and profitable growth.
• Work with the Director of WFM to provide technology and process improvements to ensure high customer satisfaction and cost effectiveness including IVR routing paths, Customer self-service automations, email, etc.
• Develop presentations on recommendations and process implementations to senior management.
• Gather and maintain data from the WFM tool-and other internal or external sources.
• Manage and maintain the process supporting schedule exceptions, shift requests and assignment, time off requests, adherence performance and reporting, and training and meeting schedules.
• Create dashboards and analyze large amounts of information to discover trends and patterns and uncover solutions to business problems based on historical volume trends and real time changes in business initiatives and contact drivers.
• Identify and develop reporting around key success metrics to measure staffing and forecasting volume through real time and intra-day data.
• Serve as the Contact Center point of contact with internal and external partners for support of the WFM suite of applications.
• Oversee the stability and functionality of the Workforce Management Suite, to include the staffing and forecasting, quality, and performance management applications.
• Monitor incoming volume across all channels (voice, email, and chat), handle times, service levels, headcount, non-phone work, and other statistics (shrinkage) to ensure the appropriate number of agents available to meet Contact Center performance goals.
• Capture and organize Contact Center call/contact volumes and distribution trends (intraday, seasonal, peak periods).
• Disseminate information to hub operations and other key personnel as needed (e.g., schedules, forecasts, analysis, reports, and recommendations).
• Maintain the skills and schedule (capacity) of agents; coordinate daily staffing operations with appropriate Contact Center management.
• Provide direction to personnel on events that impact volume, handle time, or other dynamics relevant to workforce utilization.
• Ad-hoc analytical and process improvement projects as needed. Develop ad hoc analyses, financial models, special projects and other responsibilities as needed.
• Work outside of core business hours. Shift is 11:30am – 8pm EST
• Ensure compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”) and all applicable federal, state, local, and company policies and procedures.
  
  

Minimum Qualifications

The ideal candidate has obtained a minimum of a Bachelor’s degree preferably in finance, accounting, statistics or another relevant business area, or equivalent work experience. A minimum of 5+ years of professional experience in the pharmaceutical industry preferred along with superior Microsoft Office skills (MS Excel, MS Word, MS Access & MS PowerPoint). Experience in workforce management and call center phone systems and how they work is required (dialers, skilling management). Candidate must be extremely detail-oriented with excellent organizational, time management and communication skills with the ability to complete projects timely and accurately. Candidate must have excellent communication as well as good public speaking/presentation skills. SQL skills are preferred. Python skills are preferred. Candidate must have a high degree of initiative and the ability to be self-motivated. Candidate must be able to guide and educate those in all levels of the business. Advanced experience with five9 and Verint is preferred.

Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws .

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  Pharmaceutical Manufacturing

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