Health Workforce & Care Operations Lead - Reno

About the role

The Health Workforce & Care Operations Lead ensures optimal workforce planning and real-time operational support across Best Buy Health Care lines of business, blending workforce management with care operations.

Responsibilities

• Forecast call volumes using historical data, trends, and demand drivers to ensure adequate staffing levels that meet service level objectives without compromising quality.
• Create and adjust agent schedules based on forecasts, availability, and business needs, balancing coverage requirements with agent work-life considerations.
• Oversee queue performance for all care lines of business (e.g., Health Services Response, Customer Service, Commercial PERS, Social Care), prioritizing calls, managing wait times, and ensuring SLAs are met.
• Monitor real-time adherence, troubleshoot variances, adjust schedules, report callouts, and escalate discrepancies to minimize service impact.
• Process and approve time-off requests, track attendance and callouts, monitor Leave of Absence (LOA) activity, and ensure staffing accuracy.
• Validate hours worked, authorize timesheet exceptions, and audit workforce data to ensure accuracy and compliance.
• Create and maintain daily, weekly, and monthly reports on staffing, queue performance, and workforce trends to support data-driven decisions.
• Collaborate with leaders to align agent skills, staffing models, and resource allocation with current and forecasted demand.
• Partner with engineering and technology teams on system releases, updates, and outage management; coordinate communications to minimize frontline disruption.
• Aid leaders and agents with time and attendance questions, support onboarding and training activities, and maintain training documentation and logs.
• Maintain working knowledge of applicable labor regulations and internal policies to ensure compliant staffing and scheduling practices.

Requirements

• Minimum 4 years of customer service experience required
• Minimum 1-year prior call center experience required
• Intermediate knowledge of MS Office Suite to include Outlook, Word, and Excel to include experience with creating and maintaining spreadsheets
• Prior experience with workforce management systems such as Genesys preferred
• Experience with auditing data and/or experience approving timesheets and/or attendance preferred
• Minimum 6 months prior experience in Best Buy Health “senior” type role required
• Strong mathematical skills

Qualifications

• Basic Qualifications
• Preferred Qualifications

Skills

• Workforce Management Systems (Genesys preferred)
• Time Off Processing
• Queue Management
• Outage Handling
• Payroll Accuracy
• Timesheet Auditing
• Attendance Tracking
• Leave of Absence Management
• Key Performance Indicator Monitoring
• Collaboration with Leaders
• System Release Coordination
• Training Support
• Labor Regulations Knowledge

Benefits

• Competitive pay
• Employee Discount
• Financial Savings and Retirement Resources
• Support for Physical and Mental Well-being
• Various Forms of Incentive Pay Eligible
• Different Types of Leaves of Absence (LOA) Available
• Intermittent or Reduced-Schedule Leave Options
• Paid Time Off (Vacation or PTO) Offered Based on Employment Status
• Specialized Incentive Pay Plans for Certain Roles

Pay

Competitive pay

Schedule

Overnight 5pm – 4:00am PST