Description
At Truepill, we power the future of consumer healthcare. We started in 2016 with a vision to modernize healthcare. We provide the building blocks needed to launch and scale world-class healthcare experiences.
With over 10 million prescriptions shipped and millions of patients served, we work with many of the world’s largest healthcare organizations - including payers, providers, life sciences companies, and consumer health brands. And with new partners continually joining our mission, we aim to further shape the future of healthcare - one patient at a time. Come join us. Let’s build something great together.
We’re looking for an experienced Manager in Workforce Management. As a key leader you will be responsible for building and growing our Workforce Management Team. In this role you will be developing, creating, and implementing call center, pharmacy operations, or fulfillment workforce management programs.
This role will be responsible for developing and maintaining accurate operational forecasts for all contact center and pharmacy fulfillment responsibilities and helping to optimize schedules for frontline staff, along with other strategic customer initiatives. Key objectives of this role are to create optimal schedules, performance analytics, and drive changes for the business while maintaining and improving employee satisfaction with schedule options and flexibility.
This is a "hands-on" leadership position and the successful candidate will have direct operational experience demonstrating their ability to develop talent within workforce planning and manage workflows for multiple analysts, specialists, and coordinators.
Why You'll Love Working at Truepill...
We put patients first – We put patients first because their well-being is our priority.-
We are curious – We never settle for how it’s done today. We invent how it will be done tomorrow. Because we don’t just ask “why?”, we ask “why not?”.
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We impact with urgency – We’re the spark that ignites positive change in healthcare. We create impact because we don’t anticipate; we innovate.
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We lead with Integrity – Leading with integrity is the foundation of trust. We always do what’s best for our people, our customers, and above all, our patients.
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We hold customer confidentiality – We put discretion & confidentiality at the heart of every relationship.
You're excited about this opportunity because...
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You will ensure the intraday management team is providing the appropriate real-time oversight and takes appropriate action to meet goals that maximize revenue, customer experience and efficiency
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You will develop staffing plans with appropriate lead times to ensure service levels are achieved on a weekly, monthly, and annual basis
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You will identify seasonality and other volume drivers, and quantify their impact on workload
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You will partner with our Growth team on forecasts to create and maintain hiring plans for our frontline staff
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You will establish a regular cadence with business leaders to communicate performance, forecasts, insights, workload impacts, and recommendations
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You will partner with business leaders to analysis and recommendations based on forecasted volume and performance
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You will own Integrated workforce tool with individual performance programs (Paylocity, Five9, Salesforce, etc.)
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You will drive effectiveness of workforce planning through ongoing process analysis and redesign, and support of key internal optimization projects and revenue goals
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You will generate, analyze, and use performance data to propose improvements, generating cost efficiencies, and enabling a culture of thoughtful planning
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You will develop recommendations and articulate workforce plans and staffing strategies effectively to cross functional partners
We're excited about you because...
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You hold a Bachelor's degree or an equivalent combination of education and experience
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You possess 5+ years of workforce management and/or analytics experience, particularly within contact center setting
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You have 2+ years experience managing a team/department
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You are experienced with WFM software
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You have 1+ year(s) experience in Pharmacy or related Healthcare field (preferred)
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You have experience implementing WFM software (preferred)
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You have experience with Paylocity HRIS (preferred)
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You ideally have experience working in a late stage growth startup environment, love problem solving and building optimized processes
The base salary range for this position is $90,000 to $100,000.
Truepill is unable to hire within the following states and territories: Alaska, Delaware, District of Columbia, Louisiana, Maine, Mississippi, Montana, Nebraska, North Dakota, Puerto Rico, South Dakota, Utah, West Virginia, Wyoming
Diversity, Equity, Inclusion & Belonging
Truepill is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics.