Johnson & Johnson is currently seeking a Program Director to join our Patient Service Center Team.
While this role is remote, the preferred candidate should reside near Pittsburgh, PA; Orlando, FL; Phoenix, AZ; or Raleigh, NC.
At Johnson & Johnson, we believe health is everything.
Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal.
Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity.
Learn more at https://www.nj.com/. For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day.
Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world.
Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges.
At Johnson & Johnson, we all belong.
Responsibilities:
Lead a team of workforce analysts who will provide support on the responsibilities below as well handle both workforce management analytics and real-time skill adjustments to ensure optimal coverage and metric attainment.
Provide direction, coaching, feedback, and complete evaluations of direct reports.
Develop and implement staffing plans based on forecasted call volumes, off-queue tasks, and handle time patterns, as well as business trends.
Provide recommendations for workforce optimization.
Partner with Operational leaders to create and manage employee schedules to ensure adequate coverage and efficient use of resources based on forecasted call volumes.
Analyze historical interaction data to forecast future call volumes, off-queue initiatives, and staffing needs.
Track and analyze workforce performance metrics.
Identify trends and areas for improvement and implement strategies to enhance productivity and employee satisfaction.
Use workforce management software to predict demand and optimize resource allocation.
Monitor key performance indicators relating to workforce management.
Monitor real-time contact center performance and adjust as necessary to maintain service levels.
Communicate with team leaders and supervisors to ensure alignment and quick response to emerging workforce management issues.
Generate and analyze reports on contact center performance, including productivity, efficiency, and adherence to schedules.
Prepare and present regular reports on workforce management to the leadership team.
Provide insights and recommendations based on data analysis.
Develop and update policies and procedures related to workforce management.
Implement best practices for workforce management and contact center operations.
Stay updated on the latest technologies and trends in workforce management.
Scale the workforce management team and tools to support call volume.
Develop and update workforce-related policies and procedures as needed.
Partner with Ops leadership and other teams to align workforce management efforts with overall business objectives and priorities.
Other duties assigned based on staffing, coverage, and program needs.
Qualifications: Required Qualifications:
High School diploma or equivalent; Bachelor's degree in related field or relevant work experience; 3-5 years of contact center workforce management team leadership.
Previous experience in contact center workforce management operations.
Experience with contact center systems and implementing phone trees.
Demonstrated ability to work independently and meet goals.
Effectively communicate, orally and in writing, with clients and internal team members.
Ability to build productive internal/external working relationships.
Strong analytical and organizational skills with diligence.
Ability to proficiently use Workforce Management and Microsoft Office Tools.
Preferred Qualifications:
Previous experience in specialty pharmacy, healthcare setting, and/or HUB services; 5-7 years of workforce management-related experience; Prior experience in management of workforce teams.
Work Environment:
This job operates from the employee's home address listed in their employment file. When telecommuting, employees must have reliable internet access in order to access required systems and software associated with the position's responsibilities.
The amount of time the employee is expected to work per day or pay period will not change as a result of participation in the teleworking program.
Employees are responsible for the set-up of their home office environment, including physical set-up, internet connection, phone line, electricity, good lighting, comfortable temperature, furniture, etc.
Employee's teleworking space should be separate and distinct from their "home space" and allow for privacy.
Patient Service Center expects employees teleworking to be as efficient and professional as if they were in the office.
The amount of time spent in office or teleworking is contingent upon the needs/priorities of Patient Service Center and will vary based on those needs/priorities.
Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
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