McKesson Workforce Management Coordinator in Jacksonville, Florida
McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. McKesson Medical-Surgical provides medical-surgical supplies and equipment to physicians' offices, home care agencies, long-term care facilities and surgery centers. Our catalog includes more than 150,000 national brand products from bandages to exam tables, plus McKesson's own line of high-quality medical-surgical products. We're proud to be the only national distributor serving the entire continuum of healthcare.
Every single McKesson employee contributes to our mission—by joining McKesson Medical-Surgical you act as a catalyst in a chain of events that helps millions of people all over the globe. Your expertise, drive and passion can help us improve everything we touch, from providers to payors to pharmacies. You’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.
Join our team of leaders to begin a rewarding career.
We are seeking a Workforce Management (WFM) Coordinator to join our team in Jacksonville, FL.
Primarily responsible for providing real-time monitoring, analysis, evaluation of the performance conditions for customer service groups within the call centers. As part of the WFM team other responsibilities include; using analytical and observation skills to insure optimum service levels, forecasting and scheduling support, administration of overtime, shift bid, holiday bid, updating workforce management system with schedule exceptions, maintenance of agent schedules and other employee records, monitor and provide employee performance reports, point of contact for operations on issues impacting call processing and must interact with all levels of contact center personnel.
Reporting / Real Time Monitoring
Analyze call center volume, productivity, and patterns to optimize staffing levels
Monitor real time analytics to ensure agent adherence to schedule
Monitor service levels for Customer Service groups
Make decisions regarding availability and off phone time
Upholding consistency of SOPs and processes
Track performance and provide statistical information, reports and analysis regarding schedule adherence and other employee performance
Communicate situational information to leadership
Provide detailed and timely reporting of the service outputs
Create reports using workforce management applications, skilling tools, Cisco reporting systems, CRM and other applications
Scheduling / Analysis
Assist with the collaboration and administration of scheduling, shift bid and holiday bid process
Assist with traffic monitoring practices and principles to facilitate effective and timelyadjustments as required
Use workforce management technology to schedule meetings, coaching sessions, development time and training
Meet with Call Center Management to plan for staff meetings, training, one on ones and any other off-phone time
Evaluate current and future intra-day performance reports to determine staffing needs before approving time off or scheduling off-phone activities
Provide an active contribution to the team through consistent support and fulfillment of WFM responsibilities, ensuring the best application of resources
Investigate anomalies in customer contact demands to establish key learnings moving forward
Assist in the analysis of customer contact channels (telephone, email, fax, chat) volumes to establish trends and staffing requirements
Assist in the development and deployment of systems and tools that assist in continuously improving overall workforce planning practices and deliverables
Maintain the systems of record for hours worked, sales performance, variances to scheduled shifts and other key performance indicators
Entry level professional
1 years experience working in a customer service environment with Cisco or other ACD phone system required
1 years experience using workforce management systems, such as Aspect, Verint, Blue Pumpkin, TCS, Five9 or IEX preferred
Intermediate proficiency with MS Office (Excel, Word, PowerPoint)
Additional Knowledge & Skills
Knowledge of business processes, procedures, and workflows
Experience working with call center reporting and metrics
Must possess an understanding of principles, concepts and techniques appropriate to the call center environment; fluent with call center technology and performance metrics
Strong analytical and problem-solving skills are necessary
Ability to perform research, analysis, communication and creation of associated documentation is needed
Proficiency in all MS Office Products, especially MS Excel; ability to create spreadsheets, import/export between applications, create formulas, cross reference data, create graphical displays of data and other excel functions is needed
Comfortable speaking and presenting to management and employees of all levels in the contact center and beyond
Strong organization, project and time management skills are required
Experience working in a client/customer focused business supporting change and transformation of business is required
Ability to work independently and as part of a team
4-year degree in finance or related field or equivalent experience
General Office Demands
Benefits & Company Statement
McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.
We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.
But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.
McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.
Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
No agencies please.
Job: Finance and Accounting
Organization: McKesson Medical Surgical
Title: Workforce Management Coordinator
Requisition ID: 18004071