Senior Coordinator – Resource Planning

Senior Coordinator – Resource Planning

Requirements

• 1 to 3 years of relevant work experience
• Equivalent experience
• High School Diploma or General Equivalent Development (GED)
• Knowledge of Mail Order Front End and Backend Pharmacy environment with some experience in workforce management/resource planning
• Basic statistical mathematical concepts (addition, subtraction, multiplication, division, fractions, converting decimals to %’s)
• Written & Verbal communication skills
• Critical Thinking and Decision making
• WFM systems: Five9, EWFM and Verint
• Microsoft Office programs including Outlook, SharePoint, Word, Microsoft Teams, Office365 and Excel
• Ability to work in a fast-paced and multi-tasking team environment with competing priorities
• Ability to work independently with minimum direct supervision in a WAH environment
• Ability to recognize patterns, assess information, and make semi-autonomous decisions, quickly
• Ability to utilize a multi-screen computer workstation for 8 hours a day
• Ability to monitor multiple real-time statistics windows, real-time chat, and outlook mailbox simultaneously
• Ability to update Excel Spreadsheets, Word documents, and navigate SharePoint at a basic level (data entry, copy & paste formulas, update formatting, save as)
• Ability to perform any additional tasks as directed by a supervisor, or manager

Responsibilities

• Real time Queue volume monitoring for all Mail Operations Backoffice – 30%
• Assist with forecasting, scheduling, and managing all activities within multi skill/multi-site environment – 20%
• WMG voicemail line and work requests called into the line – 20%
• Work emails through the Five9 WMG Mailbox – 10%
• Utilize intra-departmental Microsoft Teams chats to work requests from Mail Ops leaders and WMG Analysts – 10%
• Work special projects assigned – 5%
• Assist with providing status updates to the Mail Ops leaders – 5%

Preferred Qualifications

• Bachelor Degree
• Knowledge of PBM Mail Order Front End and Backend Pharmacy environment
• Verint WFM Software and applications
• Five9
• Strong PC skills, including Excel & other MS Office applications., WFM systems Five9, EWFM and Verint
• Ability to review, analyze and compile information from multiple data sources
• Ability to handle multiple tasks with competing priorities
• Ability to run intra-day reporting and scheduling
• Ability to learn new software or methods of communicating metrics and performance