Senior Manager, Workforce Management
Job Summary
To enhance operational excellence, the full-time Senior Manager, Workforce Management will lead workforce planning and performance analytics for a 400+ omni-channel Patient Care Coordinator organization, driving data-driven decision-making and optimizing workforce performance in a remote environment.
Key responsibilities
- Lead workforce planning and forecasting across multiple communication channels and lines of business, implementing best practices to maximize efficiency and service quality
- Own the analytics and reporting engine for PCC Operations, ensuring visibility into performance metrics and supporting data-driven operational improvements
- Collaborate with cross-functional teams to embed analytics insights into workflows and strategic planning, fostering a data-driven culture across operations
Required qualifications
- 7+ years of experience in operations analytics, workforce management, or business operations, preferably in contact center or patient access environments
- Proven track record in leading or contributing to WFM and analytics functions for large-scale operations (300+ team members)
- Advanced proficiency in Excel, GSheet, SQL, and visualization tools such as Tableau or Looker
- Experience with workforce/scheduling tools like Genesys or ServiceNow is preferred
- Bachelor's degree required; Master's degree in Business, Operations, or Analytics preferred
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