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Role Description

Call 4 Health, Inc. is seeking a Workforce Management Manager to optimize performance and efficiency within our Nurse Triage and Patient Access Operations contact center. This role is primarily responsible for forecasting demand and capacity, building schedules, managing real-time performance, and producing reporting and analytics that drive operational decisions and improve the client experience.

The Workforce Management Manager will partner closely with Nurse Triage and Patient Access Operations, HR, Leadership, and Finance to improve service levels, workforce utilization, and care access while supporting a high-performing, compassionate-focused team.

Primary Responsibilities

• Forecasting, Capacity Planning, and Scheduling
  • Build and own long-term and short-term capacity models to forecast call volume, staffing needs, and coverage requirements based on historical trends, seasonality, and business changes.
  • Build and maintain accurate volume forecasts using historical data, seasonality, and business drivers to predict contact demand across all supported channels.
  • Translate forecasts into hourly and daily staffing requirements to achieve service level targets and operational goals.
  • Create and maintain schedules that meet service level targets, operational coverage needs, and business priorities.
  • Manage PTO requests, schedule changes, and exceptions while balancing forecasted capacity and SLA goals.
• Real-Time Performance and Intraday Management
  • Monitor real-time staffing, queue performance, and agent adherence, and recommend or implement intraday staffing adjustments.
  • Identify and escalate service level risks, staffing gaps, and unexpected volume changes, and partner with operations leaders on same-day action plans.
  • Support queue management decisions such as overtime, voluntary time off, skill moves, break or lunch adjustments, and coverage reallocations as needed.
• Reporting, Analytics, and Optimization
  • Track and report key workforce and contact center metrics, including service level, ASA, abandonment rate, AHT, occupancy, shrinkage, adherence, forecast accuracy, and staffing variance.
  • Produce recurring workforce reporting and analytics that support operational decisions, leadership visibility, and client experience improvements.
  • Deliver insights and recommendations to improve efficiency, optimizing staffing, reducing bottlenecks, workforce utilization, and operational consistency.
  • Support performance improvement initiatives across workflows, staffing models, reporting accuracy, and workforce process execution.
• Cross-Functional Partnership
  • Partner closely with Nurse Triage and Patient Access Operations, Quality, and Training to support ongoing optimization and continuous improvement efforts.
  • Partner with Finance to establish, analyze, and understand over or under staffing against targets, budgets, and forecast assumptions.
  • Collaborate with HR and Leadership on workforce planning needs tied to hiring, attrition, training ramp-up, and service delivery expectations.
  • Partner with IT and reporting teams as needed to validate data sources, queue structures, and system changes that affect workforce planning.
• Process, Standards, and Documentation
  • Maintain workforce planning documentation, reporting standards, and operational best practices.
  • Help standardize workforce management processes across Nurse Triage and Patient Access functions.
  • Perform other duties as assigned.

Core Metrics This Role Owns or Reports

• Service Level
• Abandonment Rate
• Average Handle Time (AHT)
• Occupancy and Utilization
• Shrinkage
• Adherence and Conformance
• Forecast Accuracy (volume and staffing)
• Staffing Variance (over or under plan)
• Schedule Efficiency and Coverage Gaps

Qualifications

• 5+ years of workforce management experience in a call center environment.
• Management experience leading or overseeing workforce planning, scheduling, or intraday functions.
• Bachelor's degree in Business, Analytics, Operations, Healthcare Administration, or related field (or equivalent experience).
• Experience supporting remote and or 24/7 contact center operations.
• Strong analytical skills with a proven ability to translate data into operational improvements.
• Advanced Excel proficiency and experience building reports and dashboards.
• Excellent communication and cross-functional collaboration skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Required hands-on experience with Calabrio and AWS (contact center analytics and WFM tools).
• Experience in healthcare environments.
• Experience in remote working environments.

Preferred Qualifications

• Experience with Amazon Connect (AWS) data, queue routing performance, or contact center reporting.
• Experience with BI and reporting tools such as Power BI, Tableau, or SQL for data extraction and dashboarding.
• Experience working in a multi-skill, multi-queue environment.

Key Competencies

• Forecasting and capacity planning
• Scheduling strategy and optimization
• Real-time or intraday decision-making
• Workforce analytics and reporting
• Service level management
• Cross-functional collaboration
• Leadership, accountability, and follow-through

Work Environment

• Fully remote position with reliable high-speed internet and a professional home office setup.
• Must be able to work extended hours as needed to support operational demands, launches, or service issues.
• Ability to work at a computer for extended periods and manage multiple systems simultaneously.

Compliance and Confidentiality

This role works in a healthcare-support environment and must maintain confidentiality of patient, employee, and company information in accordance with company policy and applicable privacy and security requirements.

Equal Opportunity Statement

Call 4 Health is an equal opportunity employer and makes employment decisions based on business needs, job requirements, and individual qualifications.