Workforce Operations Manager

About the role

We are seeking an experienced Workforce Operations Manager to lead the workforce management (WFM) function for our healthcare contact center. This role owns the end-to-end workforce lifecycle — forecasting, scheduling, real-time management, reporting, and planning — ensuring the right number of skilled agents are in the right place at the right time to meet service levels while balancing operational cost, compliance, and employee experience.

Responsibilities

• Forecasting & Capacity Planning: Develop and maintain short-, medium-, and long-term volume and staffing forecasts across multiple queues/lines of business.
• Scheduling & Real-Time Management: Own agent scheduling strategy, including shift bidding, shrinkage planning, and PTO/time-off governance. Lead the real-time management (RTM) team to monitor intraday performance and execute rapid intervention plans.
• Team Leadership: Directly manage and develop a team of WFM analysts/specialists and real-time analysts. Set goals, coach performance, and build a bench of workforce talent.
• Reporting & Analytics: Own the workforce reporting suite: service level, AHT, occupancy, shrinkage, attrition, adherence, and forecast accuracy. Deliver regular performance reviews to senior leadership with actionable insights and recommendations.
• Systems & Process: Serve as the subject matter expert for the WFM platform. Continuously improve WFM tools, processes, and automation to increase forecast accuracy and scheduling efficiency.

Requirements

• 5+ years of experience in workforce management within a contact center environment, including 2+ years in a leadership/management role.
• Strong working knowledge of WFM principles: Erlang C forecasting, scheduling optimization, shrinkage, and real-time management.
• Hands-on experience with a WFM software platform (e.g., NICE IEX, Verint, Genesys Cloud, Calabrio, Aspect, Alvaria).
• Proficiency working within health insurance operations — familiarity with plan types (HMO, PPO, Medicare/Medicaid), enrollment cycles, claims, benefits, and payer-driven service requirements that impact staffing and call volume.

Skills

• Advanced Excel/Google Sheets skills; comfort with data analysis and dashboarding tools (Power BI, Tableau, etc.).
• Proven ability to lead, coach, and develop a team.
• Excellent communication skills, with experience presenting to senior leadership.

Qualifications

• Preferred Experience in a healthcare, payer, or health-tech contact center environment (patient access, member services, nurse triage lines, or care management).
• Familiarity with HIPAA and healthcare regulatory/compliance requirements as they relate to staffing and scheduling.
• Bachelor's degree in Business, Healthcare Administration, Analytics, or related field (or equivalent experience).
• WFM certification (e.g., SWPP, IWFM) a plus.

Benefits

• Competitive base salary and annual bonus eligibility.
• Comprehensive medical, dental, and vision benefits.
• 401(k) with company match.
• Generous PTO and paid holidays.