Workforce Management and Planning Director

Summary

The Director of Workforce Management has accountability for Gainwell's operations with a focus on effective workforce optimization. This role will build and implement a workforce management and planning capability for transactional work across Subrogation, Estate Recoveries, Workers Comp, HIPP, DEV, RV, CEV, SNAP, and RSG. Scope includes Workforce team leadership & development, labor planning & optimization, real-time queue management, advanced analytics, process design/enhancements, departmental budgeting, strategic planning, contact routing design, self-service improvement ideas and implementation support, and general consultation regarding transaction operations best practices. The role will build and oversee both short-term and long-term models or a variety of products.

Responsibilities

• Build and maintain WFM models for short term and long-term planning.
• Build and establish operating model to build engagement between the WFM & P capability and operations.
• Act as strategic leader to establish and mature the WFM&P capability and eventually scale for transactional work.
• Provide thought-leadership to identify and forecast the critical workforce requirements necessary to execute strategic business plans.
• Work with Operations, finance, HR, transformation and analytics to optimize resource allocations and margins.
• Develop and implement an overall strategic workforce planning roadmap which effectively aligns industry best practices with the current talent position.
• Serve as a trusted advisor and subject-matter expert for all workforce planning activities across Operations.
• Continuously assess existing workforce plans to ensure practical business alignment and exhibit the ability to lead cross-functional teams in the design of alternative approaches.
• Lead and facilitate workforce planning initiatives including, but not limited to, critical role/capability identification, sourcing and location strategies, environmental scanning, gap analysis, risk analysis, and action planning.
• Applies a strong understanding of external macro-economic and human capital data and trends that may impact future structures and workforce composition.

Requirements

• Ten or more years’ experience in workforce management and planning for large transaction or call operations.
• Five or more years of experience leading a workforce management function.
• Proven experience developing and managing workforce models for a variety of domains in health care operations.
• Experience leveraging analytics applied to models to improve workforce model precision and accuracy.

Qualifications

Your role in our mission

Skills

Not specified

Benefits

Not specified

Pay

The pay range for this position is $116,100.00 - $165,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Schedule

Full-time, fully remote position with up to 10% travel.