What Workforce Optimization contributes to Cardinal Health
Workforce Optimization is responsible for developing and managing forecasting and scheduling models, as well as systems and methodologies needed for analysis, measurement, and assessment of volumes and staffing / scheduling effectiveness, planning and decision-making.
Job Description :
Develops forecasts (13+ weeks through 52-week projections) of the number of interactions, processing time, waste, attrition and / or other required metrics for the business segments within a given program as input for the capacity and resource plans.
Administers the 52-week capacity, staffing, and resource plans to manage up and down scaling of labor and resources.
Communicates directive guidelines for the WFM Schedulers to ensure schedules produced accurately covers demand forecast, while accounting for known constraints, planned events / holidays & business objectives.
Analyses performance, especially productivity, utilization and occupancy, to uncover trends (behavioral & actuals against forecast) to improve forecast & capacity management process.
Develops the program hiring strategy along with WFM Business Partner and Operational Leaders.
Coordinates with recruiting and / or operations leadership on the timing & quantity of new hire requisitions
Minimum of 3 years of Workforce Management Supervisor experience (i.e responsible for scheduling, call volume monitoring and adjusting determining and communicating work schedules and resources for call queues, consulting with call operations, etc)
Experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis and / or Blue Pumpkin, Verint)
Strong analytical and mathematical skills to collect and interpret data to solve problems.
Highly organized and can work independently as well as with a team
Intermediate level of Microsoft Office experience
Ability to work US hours, including weekends.
Additional Qualifications (Preferred)
Hands on experience on analytical tool (Tableau, Power BI)
Hands on experience on WFM tools (Verint, Nice WFM etc.)
Capacity Planning experience
Cardinal Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity / expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.