Medco Health Solutions, Inc. is a leading health care company serving the needs of more than 60 million people.
Medco, the worlds most advanced pharmacy, provides clinically driven pharmacy services designed to improve the quality of care and lower total health care costs for private and public employers, health plans, labor unions, and government agencies of all sizes, and for individuals served by Medicare Part D Prescription Drug Plans. About one-third of the companies on the Fortune 500 list are Medco clients.
In 2009, Medco captured the No. 1 position in Health Care: Pharmacy and Other Services sector on Fortunes Worlds Most Admired Companies list for the second consecutive year. Of all companies surveyed globally, Medco ranked No. 5 in innovation and No.10 in people management. In the health care sector, Medco ranked No. 1 in seven attributes: innovation, people management, use of corporate assets, quality of management, financial soundness, quality of products/services and global competitiveness. It also ranked No. 2 in the categories of long-term investment and social responsibility.
We are currently seeking a seasoned Operations Supervisor in our Dublin, Ohio Call Center.
Duties to Include:
Support for all Lines of Business in Dublin Call Center (RE/RTL, CSR, RPh and Pharmacy Services)
Create or revise call center reports to meet the information needs of end users.
Track and trend call center performance from an operations perspective. Propose and implement changes which improve efficiency.
Improve ability to accurately forecast unscheduled absenteeism
Ensure call center staffing resources are managed properly to meet workload requirements, and control costs
Create work schedules that effectively meet business needs through the coordination of shift bids and schedule postings.
Ensure ASA and service level targets are met Nationally and Locally
Execute short-term and contingency plans for off-phone activities
Preserve the integrity of Aspect, Genesys and IEX TotalView systems
Carry out Manager responsibilities during Manager absence, or when directed
Ensure work processes for the operations department are current and adequately documented
Other duties as assigned by Operations Manager
Requirements:
Minimum Requirements:
Experience in inbound/outbound or high volume call center
Strong statistical and analytical ability
At least 2 years of supervisory experience
At least 2 years of call center operations experience
Excellent leadership, interpersonal, and communication skills
Thorough knowledge of call center metrics and scheduling
Excellent written and verbal communication skills
Excellent organizational skills
Outstanding interpersonal skills
Excellent MS Office Suite (Powerpoint, Excel, Word) and Access skills
Experience with Avaya and Aspect ACD, Genesys, IEX Total View, Avaya CentreVu Supervisor, Symposium and Custom View Director required
Bachelors Degree in business or related area preferred
Workforce management in a multiple call center environment a plus
Six Sigma or WFM certification preferred
Come make a difference at Medco-at the head of the industry and at the heart of health.
We are an Equal Opportunity Employer, M/F/D/V
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