Workforce Performance Manager

Job Summary

A company is looking for a Workforce & Operations Performance Manager.

Key Responsibilities

• Own staffing forecasts and capacity plans across care functions
• Lead real-time operational performance monitoring and response activities
• Partner with teams to enhance reporting tools and analyze operational trends

Required Qualifications

• Bachelor's degree in Business, Operations Management, Healthcare Administration, or a related field (Master's preferred)
• 10+ years of experience in workforce management, operations performance, or capacity planning
• Familiarity with CRM platforms and workforce management tools
• Advanced Excel and modeling skills
• Understanding of SLA management and contact center metrics