Manager, Workforce Management
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Job Description
Workforce management leader overseeing scheduling, real-time monitoring, and back-office workload distribution. Supporting HealthEdge’s healthcare technology infrastructure for health insurance companies.
Responsibilities:
- Lead and develop a team of WFM Analysts supporting Contact Center and Back Office operations
- Provide 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
- Oversee production and publication of schedules across Contact Center and Back Office functions
- Ensure schedules meet coverage requirements, service level goals and turnaround time commitments
- Maintain scheduling policies and standards, including shift bid processes, time-off management, exception handling and schedule changes
- Partner with the Director of Resource Planning to translate staffing requirements into executable schedules
- Oversee real-time monitoring and intraday management across Contact Center and Back Office queues
- Establish escalation protocols and intraday response playbooks
- Review performance trends and address adherence issues, volume spikes and staffing shortfalls
- Oversee Back Office work distribution and queue management based on skills, complexity and regulatory deadlines
- Monitor inventory aging and TAT compliance across Claims, Utilization Management and other back-office functions
- Establish reporting for scheduling effectiveness, adherence, real-time performance and inventory health
- Review and validate reports and dashboards for operational leaders
- Track WFM metrics including schedule adherence, occupancy, shrinkage, TAT compliance and inventory aging
- Conduct one-on-ones and team performance reviews
- Liaise with Contact Center and Back Office operational leaders
- Collaborate with Resource Planning on capacity plans and scheduling execution
- Improve scheduling processes, tools and workflows
- Support WFM platform enhancements, configuration, testing and rollout activities
Requirements:
- 5+ years of progressive experience in workforce management, scheduling or real-time analysis, including experience across contact center and back office / operations environments
- 2+ years of experience directly managing a team of WFM analysts or schedulers
- Hands-on experience with WFM scheduling and real-time monitoring platforms such as Verint, NICE or Genesys
- Experience with back-office work distribution tools
- Strong working knowledge of scheduling policy design, including shift bid, time-off and exception handling
- Strong working knowledge of regulatory TAT requirements
- Proven ability to serve as an escalation point and make sound, fast decisions during intraday staffing variances
- Strong coaching and performance management skills
- Candidates may be required to go through a pre-employment criminal background check
- Must be based in the US
Benefits:
- Professional development
- May require travel dependent on company needs
- Reasonable accommodations for individuals with disabilities
- Equal opportunity and workforce diversity commitment
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