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SalaryPutting People First in Pharmacy- Navitus was founded as an alternative to traditional pharmacy benefit manager (PBM) models. We are committed to removing cost from the drug supply chain to make medications more affordable for the people who need them. At Navitus, our team members work in an environment that celebrates diversity, fosters creativity and encourages growth. We welcome new ideas and share a passion for excellent service to our customers and each other.
We are unable to offer remote work to residents of Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Rhode Island, South Carolina, South Dakota, West Virginia, and Wyoming.
The Coordinator, WFM is responsible for real-time intraday monitoring and scheduling to ensure internal and external service level commitments are achieved. The Coordinator, WFM performs basic troubleshooting with the Workforce Management tools including input and output systems and escalates, as necessary. The Coordinator, WFM collaborates openly and effectively with the various operational units to ensure coordinated communication that achieves success in coaching and retaining staff.
Is this you? Find out more below!
How do I make an impact on my team?
- Perform live monitoring of service queues to identify issues that impact our service levels
- Utilize tools to perform intraday monitoring on agent adherence and provide recommendations based on those observations
- Utilize our WFM tools to update schedules in real-time to account for non-adherence events such as absences, late arrivals, and early departures
- Respond timely to email inquiries from agents, leadership, and support staff to the WFM shared mailbox
- Prepare standard and ad-hoc reports as required for internal and external customers with high level of accuracy and professionalism
- Responsible for development of training materials and documentation of policies and procedures related to WFM and its support processes
- Collaborate with leadership to address non-adherence events that are eligible for disciplinary action
- Take meeting minutes, track follow-ups, send calendar invites, and complete other administrative tasks needed within the WFM team
- Assist with implementing new contact channels including schedules etc.
What our team expects from you?
- A minimum of a high school diploma or equivalent required, associate degree in the field mathematics, statistics, or related field preferred
- High level knowledge of department and organizational processes
- Advanced proficiency with Microsoft Office applications (i.e. MS Word, Excel, PowerPoint, Outlook)
- Experience in a call center or customer service environment preferred
- Participate in, adhere to, and support compliance program objectives
- The ability to consistently interact cooperatively and respectfully with other employees
What can you expect from Navitus?
- Hours/Location: Monday-Friday 8:00am-5:00pm, CST-Remote
- Paid Volunteer Hours
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
- Top of the industry benefits for Health, Dental, and Vision insurance, Flexible Spending Account, Paid Time Off, Nine paid holidays, 401K, Short-term and Long-term disability, College Savings Plan, Paid Parental Leave, Adoption Assistance Program, and Employee Assistance Program
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