Director, Workforce Management

Location: Hybrid - Houston, Texas, United States

Posted: April 10, 2025

Job Type: Full Time

Req# 3641

Pharmacy Operations

Company Overview
Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.

What sets us apart is our relentless focus on four core values: People, Quality, Service and Innovation. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you'll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let's revolutionize healthcare, together. Join us and be a part of something extraordinary.
Position Summary
The Director, Workforce Management ensures Empower's Customer Service and Pharmacy Operations teams, including contact center and fulfillment, are effectively staffed, supported, and aligned with both immediate needs and long-term growth. This leader drives efficiency, service excellence, and employee engagement through strategic workforce planning, real-time performance oversight, and innovative tools like gamification and personalized coaching. It's a unique opportunity to lead with data, collaborate cross-functionally, and make a meaningful impact in a purpose-driven environment committed to expanding access to quality, affordable medication.
Duties and Responsibilities

• Develops and implements strategic staffing models and oversees workforce forecasting, scheduling, and capacity planning to ensure optimal resource allocation across contact center and fulfillment operations, supporting both short-term service goals and long-term growth.
• Manages real-time adherence to forecasted schedules, making timely adjustments to maintain service level targets and operational efficiency while responding to volume fluctuations.
• Leverages performance management platforms to monitor individual and team metrics, introduce gamification strategies, and drive coaching that improves productivity and customer satisfaction.
• Establishes and oversees a comprehensive quality management program to ensure frontline interactions meet customer service standards, continuously identifying areas for improvement and corrective action.
• Collaborates cross-functionally with Human Resources (HR), Finance, Information Technology, Marketing, and Call Center Operations to align staffing strategies, enhance employee engagement, and leverage data analytics to inform decisions and report on key workforce metrics.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
Knowledge and Skills

• Exceptional leadership, communication, and problem-solving skills with a strategic mindset and hands-on approach, adept at driving employee engagement, cross-functional collaboration, and impactful decision-making in a fast-paced, growth-oriented environment.
• Extensive experience in workforce, performance, and quality management within contact centers, with deep expertise in forecasting, scheduling, and analytics; proficient in performance management platforms and highly skilled at leveraging artificial intelligence (AI) to drive efficiency, solve problems, enhance decision-making, and integrate AI-powered solutions into all workflows.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

Experience and Qualifications

• Minimum of 8 years of progressive experience in Workforce Management, with a minimum of 3 years in a leadership role overseeing forecasting, scheduling, performance management, and quality operations in a contact center or fulfillment environment.
• Bachelor's degree in Business Administration, Operations Management, HR, or a related field is required; Master's degree is preferred.
• Professional certifications such as Certified Workforce Planning Professional (CWPP), Society for HR Management - Senior Certified Professional (SHRM-SCP), or Project Management Professional (PMP) are preferred.

Employee Benefits, Health, and Wellness

• No-Cost Medication: Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.
• Onsite Health & Wellness - IV Therapy Drips: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.
• Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
• Telehealth visits: Access board-certified Doctors anytime, anywhere for you and your family.
• Paid & Volunteer Time Off: Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.
• Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.
• Life & AD&D Coverage: Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.
• FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).
• 401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.
• Company Paid Short-Term Disability: Provided at no cost, which replaces 60% of your income if you become disabled for a short period of time.
• Flexible Schedules: Balance work and life seamlessly with our flexible scheduling options.
• Rewards & Recognition Program: Your hard work doesn't go unnoticed - enjoy rewards and recognition beyond your paycheck.

Additional Voluntary Benefits

• Accident Insurance: Pays a lump sum benefit to help cover expenses following an accidental injury.
• Hospital Indemnity Insurance: Enhance your peace of mind with supplemental hospital insurance for unexpected stays.
• Critical Illness: Protect your finances from the expenses of a serious health issue.
• Long-Term Disability: Protect your income during illness or injury with long-term disability coverage.
• Supplemental Life & AD&D: Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.
• Legal Services: Access professional legal assistance to address concerns confidently.
• Identity Theft Protection: Safeguard your identity and finances with our identity theft protection benefit.
• Pet Insurance: Care for your furry family members with our pet insurance coverage.
• Employee Assistance Program: Confidential counseling and support services for a holistic approach to your well-being.