DIRECTOR – RESOURCE MANAGEMENT – Tempe, AZ

DIRECTOR – RESOURCE MANAGEMENT – Tempe, AZ

Posted On: 3-9-2015
Position Title: DIRECTOR – RESOURCE MANAGEMENT
Job Location: Tempe, Arizona
Apply At: https://www.linkedin.com/jobs2/view/31064671
Company: Express Scripts

JOB DESCRIPTION:

Critical leader in the Express Scripts Resource Management Group, managing staffing levels within our member and pharmacy help desk call centers. Specifically, this individual leads the Real Time Management and Global Command Center teams. The team is responsible for delivering on service levels for members, on Performance Guarantees to clients, and on budget requirements for shareholders. Key responsibilities include monitoring service level performance throughout the day, making staffing adjustments as needed, and coordinating response to unexpected events such as system outages in our contact centers. This leader will drive solid process execution within his/her team, foster collaborative partnerships with key partners in scheduling, forecasting, and operations, and provide strategic insights to improve future staffing plans within our call centers.

 

ESSENTIAL FUNCTIONS:

  • Day to day execution of monitoring service level performance, making staffing adjustments as needed, and coordinating response to unexpected events such as system outages in our contact centers
  • Drive solid process execution within his/her team, including develop processes where they are lacking, and improving existing processes from continuous improvement
  • Foster collaborative partnerships with key partners in scheduling, forecasting, and operations
  • Provide strategic insights to understand any performance variance, and to improve future staffing plans within our call centers
  • People leadership of RMG team, including employee development, recognition and communication, and coaching to performance
  • Other leadership activities across the broader Operations department outside of just his/her immediate team, including supporting department initiatives such as employee engagement efforts, and fostering communication through town hall and newsletter channels

MINIMUM QUALIFICATIONS TO ENTER THE JOB:

Formal Education and/or Training: Bachelor’s degree in related field or equivalent work experience; Master’s degree in related field preferred

Years of Experience: 10-15 years relevant work experience or Master’s degree and 8-12 years’ experience in production coordination

Licensures/Certifications: N/A

Computer or Other Skills: Excellent PC knowledge including Microsoft Office, Internet, and email

Knowledge and Abilities:

  • Strong analytical and technical skills
  • Excellent communication skills & the ability to influence without authority
  • Ability to adapt in a dynamic work environment, learns quickly, solves problems and makes decisions with minimal supervision
  • Advanced problem solving skills and the ability to work collaboratively with other departments to resolve complex issues with innovative solutions