Manager, Workforce Management

About the role

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com.

Geographic Responsibility: Remote, US. Type of Employment: Full-time, permanent. FLSA Classification (USA Only): Exempt.

Responsibilities

• Lead and develop a team of WFM Analysts supporting both Contact Center and Back Office operations, providing day-to-day coaching, performance management and professional development
• Serve as the primary escalation point for scheduling issues, intraday staffing exceptions and real-time monitoring gaps across all functions
• Foster a team culture grounded in operational accountability, data-driven decision making and strong partnership with the operational leaders they support
• Onboard and train new WFM analysts, ensuring consistency in scheduling methodologies, tool usage and reporting standards across the team
• Oversee the production and publication of schedules across Contact Center and Back Office functions, ensuring coverage requirements, service level goals and turnaround time (TAT) commitments are met
• Ensure scheduling frameworks account for function-specific requirements, including multi-skill and multi-channel complexity for Contact Center and work type, complexity tier and regulatory TAT requirements for Back Office
• Maintain and enforce scheduling policies and standards, including shift bid processes, time-off management, exception handling and schedule change procedures
• Partner with the Director of Resource Planning to ensure staffing requirement outputs are accurately translated into executable schedules across all teams
• Oversee real-time monitoring operations across Contact Center queues and Back Office work queues, ensuring analysts are identifying and responding to intraday staffing variances promptly
• Establish escalation protocols and intraday response playbooks that guide analysts in making consistent, well-reasoned adjustments when volume or staffing conditions deviate from plan
• Review intraday performance trends regularly, partnering with operational supervisors to address adherence issues, unexpected volume spikes or staffing shortfalls before they impact service levels or TAT commitments
• Ensure real-time monitoring standards and tools are consistently applied across both Contact Center and Back Office environments
• Oversee daily and weekly work distribution and queue management processes for Back Office functions, ensuring inventory is assigned to the right staff at the