Director, Workforce Management

Director – Workforce Management

We are seeking a dynamic and experienced leader to design, own and implement workforce management strategies. This role requires a strategic mindset and exceptional analytical skills to forecast volume, demand, plan capacity and align workforce availability with the needs of our business. This role will focus on managing inbound and outbound call forecasting, capacity planning, scheduling efficiency and managing a team that is focused on real time adherence, trend analysis, and enhancing customer experience through data-driven insights. The ideal candidate will have a proven track record in building and leading high-performing teams, driving robust forecasting methods, and implementing process improvements.

Location: Remote | USA or Canada | Travel Required (1x per month to Dallas office)

Responsibilities:

Workforce Management Expertise:

• Utilize advanced analytics to forecast inbound and outbound call volumes and case progression. Requires the ability and proven success to leverage historical data, seasonal trends, sales forecast and projected business needs.
• Analyze call volume trends and patterns to optimize staffing levels and ensure operational efficiency.
• Collaborate with cross-functional teams to align workforce planning with organizational goals.
• Drive adoption of workforce management tools and continuously seek opportunities to enhance planning accuracy and efficiency
• Identify and mitigate risks related to workforce shortages or surpluses and devise contingency plans to ensure uninterrupted member delivery.

Data Analysis Expertise:

• Conduct comprehensive data analysis to assess customer experience metrics and identify areas for improvement.
• Utilize advanced analytical techniques to evaluate trends and derive actionable insights.
• Present findings and recommendations to senior leadership to inform strategic decision-making.

Team Leadership:

• Build, mentor, and lead a high-performing team of analysts and workforce management professionals.
• Foster a collaborative and innovative team culture that prioritizes continuous improvement and excellence.
• Establish clear performance metrics and goals for team members.

Process Improvement:

• Identify opportunities for process enhancements within workforce management and data analysis functions.
• Implement best practices and innovative solutions to improve operational efficiency and customer satisfaction.
• Collaborate with stakeholders to ensure alignment on process changes and improvements.

Requirements:

• Bachelor's degree in Business, Data Science, Healthcare Administration, or a related field (Master's degree preferred).
• Minimum of 10 years of experience in workforce management and data analysis, preferably within the healthcare sector.
• Detailed experience with CX One, including inbound and outbound dialer functionality.
• Familiarity with industry-leading technologies and tools, including but not limited to Erlang C models, workforce management software, and data visualization platforms.
• Proven experience in leading and developing teams, with strong leadership and interpersonal skills.
• Expertise in call center operations, forecasting methodologies, and customer experience analysis.
• Proficient in data analytics tools and software (e.g., Excel, SQL, Tableau, Power BI etc.).
• Strong problem-solving skills and the ability to drive process improvements.
• Excellent communication and presentation skills, with the ability to convey complex data insights to diverse audiences.

Strong Candidates will:

• High energy – ability to work in fast paced environment
• Have data analytical curiosity that drives continuous improvement and efficiency in how we manage our workforce.
• Have ability to operate in a fast-paced environment centered around customer excellence over all things
• Are passionate about precision in developing WFM solutions that enable revenue
• Enjoy the art and science behind building stellar Workforce Management capabilities.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave