Senior Manager, Resource Planning and Forecasting
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Job Description
Senior Manager leading centralized workforce planning and forecasting for HealthEdge’s AI-powered healthcare technology infrastructure. Owning staffing forecasts, planning governance, and cross-functional workforce strategy.
Responsibilities:
- Lead and develop a centralized Resource Planning function serving Contact Center and Back Office operations
- Define the vision, standards and operating model for forecasting and capacity planning
- Build and mentor a team of resource planning analysts
- Advise senior operational, Finance and HR leaders on workforce demand, staffing risk and planning assumptions
- Own the accuracy and integrity of volume, workload and staffing forecasts
- Maintain and refine forecasting models based on business drivers, productivity assumptions, regulatory requirements and operational realities
- Oversee short-range and long-range staffing requirement outputs
- Align Resource Planning outputs with WFM scheduling teams
- Partner with Finance on headcount plans and budget cycles
- Collaborate with HR and Talent Acquisition on hiring timelines
- Engage Contact Center and Back Office leaders on planning assumptions and capacity risks
- Establish capacity outlook reporting for senior leadership
- Improve forecast accuracy, reduce variance and strengthen planning maturity
- Lead post-mortem reviews of significant forecast variances
- Evaluate and implement workforce planning tools and technologies
- Ensure back-office capacity plans reflect regulatory turnaround requirements
- Maintain documentation of planning methodologies, assumptions and model logic
- Define and monitor Resource Planning performance indicators
Requirements:
- 7 or more years of progressive experience in workforce planning, forecasting or capacity planning, including experience spanning both contact center and back office / operations environments
- 3 or more years of experience building and leading a team of analysts or planners
- Demonstrated ability to build a planning discipline and operating model from the ground up, including standards, governance and model methodology
- Strong track record partnering with Finance and HR on headcount planning, budget cycles and hiring timelines
- Executive-level communication skills; comfort presenting capacity risk and planning confidence to senior leadership
- Working knowledge of regulatory turnaround requirements relevant to health plan operations, such as CMS UM determination timelines
- Candidates may be required to go through a pre-employment criminal background check
Benefits:
- Remote or hybrid work environment
- May require travel dependent on company needs
- Reasonable accommodations for individuals with disabilities
- Equal opportunity employer and workforce diversity commitment
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