Manager, Workforce Management

🔥 14 hours ago

🇺🇸 United States – Remote

💵 $141k - $151k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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HealthEdge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

HealthEdge is a company that specializes in providing advanced solutions for healthcare payers through its HealthRules Solutions Suite. This suite includes a comprehensive digital claims administration processing system, care management workflow solutions, and payment integrity solutions, which aim to enhance operational efficiency and improve quality of care for health plans. By leveraging integrated technology and automation, HealthEdge helps health plans eliminate data silos, increase payment accuracy, and elevate member experience, thereby transforming the healthcare landscape for better collaboration and accessibility.

📋 Description

• Lead and develop a team of WFM Analysts supporting Contact Center and Back Office operations • Provide day-to-day coaching, performance management and professional development • Serve as the primary escalation point for scheduling issues, intraday staffing exceptions and real-time monitoring gaps • Oversee production and publication of schedules across Contact Center and Back Office functions • Ensure schedules meet coverage requirements, service level goals and turnaround time commitments • Maintain scheduling policies and standards, including shift bid processes, time-off management, exception handling and schedule changes • Partner with the Director of Resource Planning to translate staffing requirements into executable schedules • Oversee real-time monitoring and intraday management across Contact Center and Back Office queues • Establish escalation protocols and intraday response playbooks • Review performance trends and address adherence issues, volume spikes and staffing shortfalls • Oversee Back Office work distribution and queue management based on skills, complexity and regulatory deadlines • Monitor inventory aging and TAT compliance across Claims, Utilization Management and other back-office functions • Establish reporting for scheduling effectiveness, adherence, real-time performance and inventory health • Review and validate reports and dashboards for operational leaders • Track WFM metrics including schedule adherence, occupancy, shrinkage, TAT compliance and inventory aging • Conduct one-on-ones and team performance reviews • Liaise with Contact Center and Back Office operational leaders • Collaborate with Resource Planning on capacity plans and scheduling execution • Improve scheduling processes, tools and workflows • Support WFM platform enhancements, configuration, testing and rollout activities

🎯 Requirements

• 5+ years of progressive experience in workforce management, scheduling or real-time analysis, including experience across contact center and back office / operations environments • 2+ years of experience directly managing a team of WFM analysts or schedulers • Hands-on experience with WFM scheduling and real-time monitoring platforms such as Verint, NICE or Genesys • Experience with back-office work distribution tools • Strong working knowledge of scheduling policy design, including shift bid, time-off and exception handling • Strong working knowledge of regulatory TAT requirements • Proven ability to serve as an escalation point and make sound, fast decisions during intraday staffing variances • Strong coaching and performance management skills • Candidates may be required to go through a pre-employment criminal background check • Must be based in the US

🏖️ Benefits

• Professional development • May require travel dependent on company needs • Reasonable accommodations for individuals with disabilities • Equal opportunity and workforce diversity commitment