Manager, Workforce Management

We’re not looking for someone to maintain the status quo—we’re looking for someone to challenge it, evolve it, and elevate it.

As Manager, Workforce Strategy & Management, you will lead the transformation of WFM operations in a 24/7 healthcare contact center—shaping how we deliver exceptional patient and nursing experiences at scale. This role blends strategic thinking, people leadership, operational innovation, and business execution and is ideal for someone who thrives in fast-moving environments and isn’t afraid to drive meaningful change.

What You’ll Drive:

Workforce Strategy & Innovation

• Reimagine workforce planning by designing modern, scalable strategies that align with customer experience (CX) outcomes
• Identify and implement new ideas, tools, and approaches that improve efficiency, flexibility, and experience
• Challenge legacy processes and introduce innovative ways of working, scheduling, and managing.

Creative Problem Solving & Continuous Improvement

• Bring a mindset of curiosity and experimentation—you don’t settle for “how it’s always been done”

• Proactively identify opportunities to improve forecasting, scheduling, and real-time operations
• Lead initiatives that drive measurable improvements in service, cost, and employee / nursing experience
• Lead the development and definition of operational processes to establish department playbooks for teams and roles

People Leadership & Team Development

• Lead, coach, and develop a high-performing workforce team
• Inspire a culture of ownership, accountability, and innovative thinking
• Elevate the team from task execution to strategic partnership and influence
• Create an environment where new ideas are encouraged, tested, and scaled

Operational Leadership

• Own forecasting, capacity planning, scheduling strategy, and real-time performance across a complex 24/7 nursing and support operation
• Ensure the organization is prepared for variability, growth, and unexpected demand
• Make confident, data-driven decisions in real time to protect service levels, nurse team satisfaction, and patient experience

Data-Driven Insights & Strategy

• Use data to uncover trends, risks, and opportunities—and turn them into actionable strategies
• Drive improvements in forecast accuracy, workforce utilization, staffing alignment, and service responsiveness
• Introduce new ways to measure success beyond traditional workforce management metrics

What Success Looks Like

• Workforce strategy is proactive, scalable, and aligned to customer experience (CX) outcomes
• New ideas and innovations are consistently introduced and adopted
• The workforce management function is seen as a strategic, forward-thinking partner
• Team members are engaged, empowered, and operating at a high level
• Measurable improvements in both operational performance and employee experience
• Nursing team retention is highest in the industry and our nursing workforce is fully supported during their shifts

Requirements

Who You Are

• A strategic thinker and builder who thrives on creating and improving systems
• A high-energy leader who isn’t afraid to challenge the norm and push for better
• Passionate about developing people and building strong, engaged teams
• Comfortable with ambiguity and energized by driving change in fast-paced environments
• Naturally curious, proactive, and solutions-oriented

Required Education:

• Bachelor’s degree in business, healthcare administration, operations, finance, or related field; equivalent experience may be considered.
• WFM certification/training preferred.

Required Experience:

• 5+ years of workforce management experience in a contact center or service operations environment.
• 2+ years of leadership experience managing workforce, scheduling, forecasting, or real-time teams.
• Experience supporting a 24x7 operation with complex staffing coverage requirements.
• Strong experience with forecasting, scheduling, capacity planning, and real-time management.
• Advanced analytical skills with the ability to translate data into strategy and action
• Experience with WFM tools (e.g., NICE, Verint, Calabrio, Genesys WFM) and ticketing/knowledge systems

Preferred

• Healthcare or clinical operations experience
• Experience leading transformational or innovation-