Director, Workforce Management (Remote)

San Francisco Bay Area

Full Time Executive-level / Director
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Truepill

Truepill's API-connected healthcare infrastructure empowers our partners to deliver world-class patient experiences. Click to find out how.

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At Truepill, we are building the future of healthcare. Through our digital health platform, we empower our partners to deliver world-class patient experiences. With nearly ten million prescriptions shipped, we’ve been included on Forbes’ “Next Billion-Dollar Startup” list and are proud to work with many of the world’s largest healthcare organizations. We never settle for how it’s done today. We invent how it will be done tomorrow. 
None of this is possible without the right team driving us forward. We are committed to creating an environment focused on racial and gender equality, inclusion, empowerment, and respect. We believe that when our teams feel supported and inspired, they turn that creativity into innovation. The type of innovation that benefits all of our people, our partners, and our patients.
We encourage our team members to expand their horizons and bring their passion and curiosity to work, every day. Come join us. Let’s build something great together.
POSITION SUMMARYWe are looking for an experienced Director of Workforce Management. As a key leader, you will be responsible for designing and growing our workforce management department. In this role you will be directing the developing, creating, and implementing of call center, pharmacy operations, fulfillment workforce management programs. 
This role will be responsible to develop and maintain accurate operational forecasts for all operations duties like data entry, omnichannel contact center, front office operations, and fulfillment along with other strategic customer initiatives. The operations team in scope relates to 1000+ employees across the country in both remote and physical locations. This is a “hands-on” leadership position and the successful candidate will have extensive operational experience demonstrating their ability to build and develop talent within workforce planning. Entrepreneurial applicants with a history of building will be most successful in this role.#LI-Remote

MAIN DUTIES AND RESPONSIBILITIES:

  • Growing, hiring, and developing talent within the workforce management department
  • Establish relationships with key stakeholders across multiple organizations, including recruiting, people operations, site management, IT, and call center operations
  • Develop and maintain key performance indicators for department
  • Creation of internal scorecard system to establish health of the workforce
  • Work with Strategic Finance leaders to budget planning and P&L
  • Manage and analyze operational and workforce data to review cost efficiencies
  • Proactively communicate to the business any internal and/or external changes that could impactvolumes
  • Establish a regular cadence with department heads to communicate performance, forecasts, insights, and recommendations
  • Partner with other department heads to review new business initiatives and project planning
  • Integrated workforce tool with individual performance programs (Playvox/Agyle Time, Zendesk, Talkdesk, etc.)

QUALIFICATION GUIDELINES:

  • Bachelor’s degree or an equivalent, advanced degree preferred
  • Preferred 8+ years of analytics, contact center experience
  • Preferred 5+ years managing a workforce management team/department
  • Preferred Playvox/Agyle time expertise
  • Demonstrated ability to understand overall operations service needs/challenges
  • Experience building forecast and staffing requirements for all customer channels and contact centerdepartments
  • Ability to transform a high-level strategy/vision into specific deliverables and actions
  • Experience influencing internal senior partners and decision-makers
  • Advanced Excel skills and experience in advanced formulas, formatting, conditional formatting, advanced charting, pivot tables, reporting
  • Proficiency in Google products
  • Exceptional communication and interpersonal skills and a dedication to putting the team first
  • Workforce management tools experience (Playvox/Agyle Time preferred)
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, or other applicable legally protected characteristics.
Job perks/benefits: Health care Startup environment
Job region(s): North America
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