Workforce Operations Manager

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.

The ideal candidate combines strong analytical rigor with people leadership, has deep familiarity with contact center KPIs, and understands the unique demands of healthcare environments (e.g., patient access, member services, provider services, clinical triage lines, or care coordination queues) where accuracy, compliance, and patient/member experience are critical.

Develop and maintain short-, medium-, and long-term volume and staffing forecasts across multiple queues/lines of business (e.g., patient scheduling, billing, clinical triage, member services).

Model seasonal, campaign-driven, and regulatory-driven demand shifts (open enrollment, flu season, plan-year changes, etc.).

Partner with Finance and Operations on annual headcount and budget planning.

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 (overtime, VTO, skill-shifting, escalations).

Manage schedule adherence and occupancy targets across all queues.

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.

Foster a culture of accountability, continuous improvement, and data-driven decision-making.

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.

Identify trends and root causes behind performance gaps and lead corrective action plans.

Serve as the subject matter expert for the WFM platform (e.g., NICE, Verint, Genesys Cloud, Calabrio, Aspect).

Continuously improve WFM tools, processes, and automation to increase forecast accuracy and scheduling efficiency.

Ensure workforce practices align with healthcare compliance requirements (HIPAA, labor law, union rules if applicable, and payer/regulatory SLAs).

Manage workforce planning across omnichannel contact points (voice, chat, email, SMS, and self-service/IVR), including channel-specific forecasting, blended scheduling, and cross-channel skill routing.

Plan and staff outbound campaign initiatives, including dialer-based outbound calling campaigns (predictive/progressive dialers) and outbound text/SMS campaigns, balancing outbound capacity against inbound service level commitments.

Monitor and optimize outbound campaign performance (contact rates, penetration, pacing, connect rates) in partnership with campaign/dialer administrators.

Lead planning and execution for new telephony and contact center platform implementations and migrations (e.g., transitioning to or upgrading Genesys Cloud, NICE CXone, Five9, Amazon Connect, or similar), including staffing impact analysis, cutover planning, agent skill/routing configuration, and post-launch performance validation.

Partner with IT/Telecom on system integrations (IVR, ACD, CRM, and WFM tool connectivity) to ensure workforce data flows accurately across platforms.

Partner with Operations, HR, Training, Quality, and IT to align staffing with business needs and system changes.

Support new program/queue launches with staffing models and go-live readiness plans.

Act as a liaison between frontline operations and executive leadership on workforce strategy.

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.

Experience managing workforce planning across omnichannel platforms (voice, chat, email, SMS, IVR/self-service) with the ability to forecast and schedule for blended, multi-channel environments.

Experience staffing and forecasting for outbound campaigns, including dialer-based (predictive/progressive) calling campaigns and outbound SMS/text campaigns.

Direct…