Manager, Workforce Manager III
Manager, Workforce Manager III
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Our Opportunity:
Chewy is seeking a highly skilled Pharmacy Workforce Manager to lead workforce strategy and execution across Chewys Pharmacist Operations! This team supports complex healthcare workflows including inbound and outbound phone interactions live chat and backoffice functions such as Drug Utilization Reviews (DUR). This role will be responsible for realtime operations long and shortterm forecasting capacity planning scheduling and intraday service level performance for a team of 350 licensed pharmacists across multiple U.S. locations but will be based in Louisville KY. The ideal candidate brings deep expertise in workforce management from highvolume healthcare contact centers or mailorder pharmacy environments with a proven ability to optimize staffing minimize overtime and balance service level performance with labor cost efficiency.
What Youll Do:
- Lead and develop a highperforming WFM team including forecasters schedulers realtime analysts and workforce specialists supporting 24/7 pharmacist operations.
- Balance service levels labor costs and resource efficiency using scheduling strategies to minimize overtime spend while meeting SLAs.
- Design and implement backoffice productivity metrics and drive optimization of pharmacist performance in noncontact channels such as Drug Utilization Reviews.
- Partner crossfunctionally with operations recruiting training HR compliance and finance to align labor strategies with volume demand licensure constraints and regulatory requirements.
- Leverage WFM and call routing technologies including Genesys Cloud and NICE WFM to deliver accurate forecasts manage realtime queues and drive efficient utilization of multichannel workflows (calls chats back office).
- Monitor and optimize routing logic to align contact types with appropriate skills licensure and productivity targets.
- Develop and maintain service level occupancy shrinkage adherence and utilization reporting; transform data into actionable insights for stakeholders.
- Optimize discretionary activity planning (training meetings PTO etc.) to protect capacity during peak demand.
- Build operational contingency plans and lead intraday mitigation efforts during unexpected events or volume spikes.
- Support longrange labor modeling scenario planning and capacity strategies to enable growth service expansion or shift model changes.
- Establish structured communication cadences with crossfunctional leaders to monitor service performance team engagement and workforce plan alignment.
What Youll Need:
- Bachelors degree or equivalent experience; preference for focus in healthcare administration business operations or analytics.
- 5 years of workforce management leadership experience including oversight of both frontline contact and backoffice operations.
- 3 years of experience managing WFM teams (schedulers analysts planners) in a multisite or remote contact center.
- Demonstrated ability to balance service levels staffing efficiency and overtime cost optimization.
- Deep familiarity with multichannel contact center operations including backoffice workflows.
- Handson experience with workforce platforms such as NICE WFM and Genesys Cloud including forecasting scheduling realtime management and reporting.
- Strong working knowledge of call routing strategies queue management and licensurebased routing constraints.
- Proficient in building and interpreting reports in Excel Power BI or SQLbased tools.
Preferred Qualifications:
- Prior experience supporting licensed clinical teams (e.g. pharmacists nurses) in a contact center or telehealth operation.
- Experience optimizing performance in backoffice pharmacy workflows including DUR and prescription fulfillment readiness.
- Familiarity with mailorder pharmacy regulations and service delivery models.
Apply today!
Required Experience:
Manager
Employment Type
Full Time
