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Workforce Management Leader

Job Type : Temp/Contract to Direct
Reference Code : JC
Hours : Full Time
Required Years of Experience : 5
Travel : Yes
Relocation : No
Industry : Pharmaceutical

Job Description :
Primary Duties and Responsibilities: 
• Lead the Lash Group workforce management and labor productivity initiatives as a key team member of the Operations Excellence function 
• Short term initiatives include: 
o Implementation of standardized punch-in/out timekeeping system 
o Improved reporting and controls to reduce Overtime expense 
o Implement standardized labor productivity metrics and mechanisms (Power Index, etc.) 
o Partner with Finance to implement financial measures to quantify impact of labor initiatives 
• Long term: 
o Develop roadmap, strategies, and tactics for continued optimization of labor expense 
o Assess and implement labor transformation strategies such as off-shore resource support, centralized/shared resource pools, surge capacity, etc. 

Other Key Responsibilities: 
• Partner with respective functional teams to ensure standard approach to labor related activities: 
o Pricing – To develop labor/time standards to support underwriting process 
o Client Delivery – For continued monitoring and optimization of respective program teams 
o Solutions/Shared Service – Continued optimization of data intake, remote workforce, and ARV resources 
o Product Management/Analytics – To ensure labor strategy alignment to service roadmap 
o IT/Fusion – For assessment and implementation of labor optimization technologies 
o HR – To ensure alignment with communications, associate engagement, and other HR related activities 
o Compliance – To ensure Lash Group complies with changed/emerging wage & hour regulations 
Required Qualifications :
Experience and Educational Requirements: 
• Requires five (5) to ten (10) years of experience leading Workforce Management initiatives. Preferably in a Call Center environment. 
• Must have experience driving financial or other key organizational goal attainment, driving process improvement and/or business transformation initiatives, and cross-functional project work. 
• Bachelor’s degree required 
• Prefer knowledge of healthcare industry, patient support services, and/or any other related industry 




Minimum Skills, Knowledge, and Ability: 
• Strong leadership presence and ability to lead a group of leaders through a change management process 
• Strong organization agility and ability to navigate a matrixed environment 
• Highly consultative and adept at building relationships 
• Strong problem solving, quantitative, and analytical skills 
• Detail oriented and excellent organization skills 
• Excellent communication skills with the ability to effectively communicate to all levels of the Operations function 
• Strong interpersonal and influencing skills 
• Strong presentation and training skills 
• Ability to work in a fast paced team environment and handle multiple projects and/or initiatives 
• Ability to analyze problems, identify solutions, and implement recommendations for resolution 
• Knowledge of MS Word, Excel, PowerPoint, Project, and Visio 
• Travel up to 25%


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