Workforce Planning AnalystRemote

At Medvantx, we deliver care that goes beyond the pharmacy. We offer our customers a better way to support their patients through innovative patient-centric pharmacy practices, nationwide dispense, and fulfillment services. For over two decades, we've been committed to enabling access to fast and affordable care. At Medvantx Pharmacy Services, you'll play a crucial role in our efforts to do just that. 

Business Update:

Medvantx remains open as an essential business to ensure the delivery of critical medications to patients. As we continue to align with CDC guidance, health and safety are a top priority for all our locations. COVID-19 Vaccinations are required for all employees who work on-site. If you are unable to satisfy this job requirement, contact us if an accommodation is needed.

Job Summary/Objective

Provide Workforce Management data analysis, forecasting, and schedule creation. Provide recommendations for complex business challenges, utilizing Workforce Management tools and other workforce management techniques for the lines of business supported within the CX department and across the division. Build strong internal and external relationships, demonstrate influencing skills, and communicate effectively at all levels. Demonstrate ability to present the impact data has on influencing our performance, business efficiency, and overall customer experience.

Key Responsibilities

  • Provide Real Time (RTA) support, ensuring agents are adhering to schedules, and realign agents’ skills as needed to manage SLAs.
  • Maintenance of workforce management tool which includes staff and forecasting alignment and vacancy management
  • Provide reporting to management team that helps drive optimum resource utilization and evaluates staff performance in comparison to expectations set in budgeted staff mode
  • Works with peers and leaders across the CX department to meet service level agreements
  • Assist Director of Contact Center in the development of tactical planning for the call center Trainings, Off Phone activities etc.
  • Builds successful interpersonal relationships with business partners, leadership team across Service and Operations
  • Other duties as assigned

Critical Skills

  • Strong attention to detail, process, deadlines, and quality results
  • Self-challenged to think of unique approaches, respond rapidly to changing conditions, and take risks as appropriate to meet strategic direction
  • Comfortable with Microsoft products specifically excel
  • Solid initiative, driven initiative-taker; able to work independently and manage results
  • Understand details and operational realties
  • Strong analytical skills
  • Effective communication skills, both written and oral
  • Collaborative and with the ability to work on cross-functional teams effectively
  • Positive attitude, flexibility, and ability to work within tight time constraints

Qualifications

  • BA/BS degree in business or equivalent combination of education and relevant work experience
  • 2-3 years of experience in Workforce Management analysis within a CX Contact Center, including utilization of Workforce Management Technology

Physical Demands

  • The physical demands of this position are in keeping with general office functions: sitting, using a computer, keyboard, telephone, etc.
  • Reasonable accommodations can be made to enable employee to perform the essential job duties.
  • While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 20 pounds and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Medvantx is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related conditions), sexual orientation, gender identity, gender expression, age, veteran or disability status, or other protected characteristics.

Medvantx Pharmacy Services helps pharmaceutical brands do more than just survive in an ever-changing marketplace – we help them thrive in it. Medvantx provides powerful and personalized support to pharmaceutical manufacturers, health care providers, and their patients. We service the specialty needs of pharmaceutical manufacturers by offering patient assistance programs and providing efficient intake solutions, nationwide dispense and fulfillment services, quality aftercare through counseling and customer service, safe and secure data handling, dependable inventory management and logistics, and insightful reporting and accounting. Serving more than 50 pharmaceutical manufacturers and managing more than $7.5 billion of prescriptions annually, Medvantx has been redefining pharmacy for over 20 years.

Medvantx is proud to have earned Verified Internet Pharmacy Practice Sites® (VIPPS®) accreditation through the National Association of Boards of Pharmacy® (NABP®). Only 5% of online pharmacies meet the nationally endorsed standards of quality, safety, and security set by the NABP®.

Medvantx is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related conditions), sexual orientation, gender identity, gender expression, age, veteran or disability status, or other protected characteristics.

AmeriPharm, Inc. and Vytal, LLC are wholly owned subsidiaries of Medvantx, Inc. a Delaware Corporation.