Manager, Data Analytics & Workforce Management - Customer Care

at  Compile

Job ID JR0124022
Category Client Service, Customer Service & Relations
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.
What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

JOB SUMMARY:

The Manager of Data Analytics and Workforce Management will lead the development and execution of data-driven strategies to optimize customer care operations. This role is responsible for managing the analytics and workforce management teams, and implementing advanced data analytics to enhance decision-making and improve customer experience. This role actively participates in the planning, execution, and delivery of projects, ensuring alignment with organizational goals and timelines.The ideal candidate will have a strong background in data analysis, workforce planning, and team leadership within a customer care environment.

QUALIFICATIONS:

• Bachelor’s degree in Data Science, Business Analytics, Business Administration, or a related field.
• Experience in Workforce Management is an asset.
• Minimum of 6 years of professional experience, with at least 1 year in a managerial or leadership role.
• Strong analytical skills to identify problems, evaluate options and implement effective solutions.
• Strong proficiency in data analysis tools and software (e.g., SQL, Python, R, Tableau, Power BI).
• Excellent problem-solving skills and the ability to translate complex data into actionable insights.
• The ability to think long-term, align team efforts with the organizational goals, and anticipate future challenges and opportunities.
• Strong organizational and project management skills.
• Exceptional communication and interpersonal skills.
• Bilingualism is an asset.
• #LI-JT2
  We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson’s pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please

Data Analytics and Strategy:

• Develop and execute data analytics strategies to support customer care objectives.
• Analyze customer care data to identify trends, patterns, and opportunities for improvement.
• Ensure the accuracy, integrity and reliability of data used in analysis by implementing robust data quality processes.
• Provide actionable insights and recommendations to senior leadership for enhancing customer experience.

Workforce Management:

• Oversee workforce planning, scheduling, and forecasting to ensure optimal staffing levels.
• Implement workforce management tools and technologies to enhance efficiency and productivity.
• Monitor key performance indicators (KPIs) to assess workforce effectiveness and make necessary adjustments.

Team Leadership:

• Lead and mentor the data analytics and workforce management team.
• Foster a collaborative and innovative team environment that encourages professional growth.
• Set performance goals and conduct regular evaluations to ensure team success.
• Support the professional growth of the team members by identifying training opportunities and fostering skill development.

Collaboration and Communication:

• Collaborate with cross-functional teams to align data and analytics initiatives with organizational goals.
• Communicate complex data insights and analysis to non-technical stakeholders clearly and effectively.
• Work closely with IT and other departments to ensure data integrity and security.

Continuous Improvement:

• Stay current with industry trends and advancements in data analytics and workforce management.
• Implement best practices and continuous improvement initiatives to drive operational excellence.
• Evaluate and integrate new tools and technologies to enhance data analytics capabilities.