Job description
Are you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures. Join us and Apply today!
What you will be doing
As of August 24, 2021, AmerisourceBergen requires all U.S. team members to be fully vaccinated and show proof of completed vaccine status at time of hire. If you cannot receive the COVID-19 vaccine due to a disability/medical reason or sincerely held religious belief you will be required to follow AmerisourceBergen’s policy and process to apply for an exemption/accommodation.
POSITION SUMMARY:
Under general direction of the Senior Manager, CS Operations, provides direction and management of Scheduling & Forecasting to ensure that the program planning and real-time (intra-day) management supports business and client objectives for multi-team contact center operations.
PRIMARY DUTIES AND RESPONSIBILITIES:
Provides Scheduling & Forecasting for Clinical and Non-Clinical Customer Service.
Provides the appropriate real-time program oversight and takes appropriate action to meet service level goals and maximize efficiency.
Provides optimal resource forecasting, scheduling and identifying new schedule methods, strategies and opportunities.
Oversees the accurate compilation and distribution of information and reports to identified stakeholders.
Serves as a subject matter expert and WFM liaison for specific programs and coordinates with Operations and Project Management teams to ensure consistent business / operational goals.
Day-to-day management of scheduling and forecasting of multi-site contact centers.
Performs other related duties and assignments as required and as assigned.
Reallocation of labor resources according to completed training and at the need of the operational leadership.
Alerts floor team leadership to expected coverage gaps and assist those teams with resource allocation to avoid reductions in service level.
Interacts with IT Telephony Team, Account Management, and Implementation Management Teams for new program phone and fax routing setup and existing program changes.
Assists with connectivity troubleshooting regarding system access or contact routing.
Coordinates scheduling of training requests with the Training Team.
Performs other related duties and assignments as required and as assigned.
What your background should look like
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
Requires broad training in fields such as business administration, customer service, contact center operations, computer sciences or similar vocations generally obtained through completion of a four-year Bachelor’s Degree program or equivalent combination of experience and education. Normally requires two (2) to four (4) years directly related and progressively responsible experience.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
2+ years experience in an inbound multi-site contact center preferred.
2+ years experience performing forecasting, scheduling and intra-day staff management functions in multi-site inbound contact center preferred.
Experience with Workforce Management software (Blue Pumpkin, eWFM, IEX, etc.) preferred.
What AmerisourceBergen offers
We offer competitive total rewards compensation. Our commitment to our associates includes benefit programs that are comprehensive, diverse and designed to meet the various needs across our associate population.
Throughout our global footprint and various business units, we take a balanced approach to the benefits we offer. Many benefits are company-paid, while others are available through associate contributions. Specific benefit offerings may vary by location, position and/or business unit.
Schedule
Full time
Salary Range*
- This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.
Affiliated Companies:
Affiliated Companies: World Courier Inc
Equal Employment Opportunity
AmerisourceBergen is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
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