Manager, Workforce Manager III

ou'll Do:**

• Lead and develop a high-performing WFM team, including forecasters, schedulers, real-time analysts, and workforce specialists supporting 24/7 pharmacist operations.

• Balance service levels, labor costs, and resource efficiency, using scheduling strategies to minimize overtime spend while meeting SLAs.

• Design and implement back-office productivity metrics, and drive optimization of pharmacist performance in non-contact channels such as Drug Utilization Reviews.

• Partner cross-functionally with operations, recruiting, training, HR, compliance, and finance to align labor strategies with volume demand, licensure constraints, and regulatory requirements.

• Leverage WFM and call routing technologies, including Genesys Cloud and NICE WFM, to deliver accurate forecasts, manage real-time queues, and drive efficient utilization of multichannel workflows (calls, chats, back office).

• Monitor and optimize routing logic to align contact types with appropriate skills, licensure, and productivity targets.

• Develop and maintain service level, occupancy, shrinkage, adherence, and utilization reporting; transform data into actionable insights for stakeholders.

• Optimize discretionary activity planning (training, meetings, PTO, etc.) to protect capacity during peak demand.

• Build operational contingency plans and lead intraday mitigation efforts during unexpected events or volume spikes.

• Support long-range labor modeling, scenario planning, and capacity strategies to enable growth, service expansion, or shift model changes.

• Establish structured communication cadences with cross-functional leaders to monitor service performance, team engagement, and workforce plan alignment.

What You'll Need:

• Bachelor's degree or equivalent experience; preference for focus in healthcare administration, business, operations, or analytics.

• 5+ years of workforce management leadership experience, including oversight of both front-line contact and back-office operations.

• 3+ years of experience managing WFM teams (schedulers, analysts, planners) in a multi-site or remote contact center.

• Demonstrated ability to balance service levels, staffing efficiency, and overtime cost optimization.

• Deep familiarity with multi-channel contact center operations, including back-office workflows.

• Hands-on experience with workforce platforms such as NICE WFM and Genesys Cloud, including forecasting, scheduling, real-time management, and reporting.

• Strong working knowledge of call routing strategies, queue management, and licensure-based routing constraints.

• Proficient in building and interpreting reports in Excel, Power BI, or SQL-based tools.

Preferred Qualifications:

• Prior experience supporting licensed clinical teams (e.g., pharmacists, nurses) in a contact center or telehealth operation.

• Experience optimizing performance in back-office pharmacy workflows, including DUR and prescription fulfillment readiness.

• Familiarity with mail-order pharmacy regulations and service delivery models.

Apply today!

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].

If you have a question regarding your application, please contact [email protected].

To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.