Director of Workforce Management and Capacity Planning

Datavant•Philadelphia, PA

About The Position

Datavant is a data platform company and the world’s leader in health data exchange. Our vision is that every healthcare decision is powered by the right data, at the right time, in the right format. Our platform is powered by the largest, most diverse health data network in the U.S., enabling data to be secure, accessible and usable to inform better health decisions. Datavant is trusted by the world’s leading life sciences companies, government agencies, and those who deliver and pay for care. By joining Datavant today, you’re stepping onto a high-performing, values-driven team. Together, we’re rising to the challenge of tackling some of healthcare’s most complex problems with technology-forward solutions. Datavanters bring a diversity of professional, educational and life experiences to realize our bold vision for healthcare. The Director of Workforce Management, Forecast Planning & Capacity will provide strategic leadership and long-term planning for all Payer WFM programs supporting multi-site, multi-channel and Global contact center operations. This leader will own the end-to-end forecasting, capacity planning, scheduling strategy, and workforce technology ecosystem to ensure the organization can meet service, efficiency, and growth objectives. The Director will oversee a high-performing team of leaders, analysts, and system SMEs responsible for developing proactive staffing models, building scalable workforce processes, and operationalizing automated and dynamic plans across phone, digital, and outsourced channels. This role will partner closely with Operations, Finance, HR, Technology, Inventory Management, and senior leadership to align workforce strategies to business goals, emerging customer demand, and evolving contact center capabilities.

Requirements

Bachelor’s Degree in Business, Operations, Analytics, or related field (Master’s preferred), or equivalent experience.
10–12+ years of progressive Workforce Management experience, including forecasting, capacity planning, scheduling, and real-time management in a multi-channel contact center environment.
5+ years of leadership experience managing large, multi-layered WFM teams (managers, analysts, supervisors, administrators).
Demonstrated expertise in Director-level strategic planning, including enterprise forecasting models, long-range capacity planning, budget alignment, and scenario modeling.
Advanced analytical capability, including experience developing automated forecasting models, predictive analytics, or machine learning-supported planning tools.
Proven experience overseeing large-scale telephony and outbound dialing platforms (NICE/CXOne, RingCentral, Genesys, or equivalent), including campaign strategy and system performance optimization.
Strong knowledge of WFM platforms, telephony routing systems, and dialer technologies, with a focus on automation and scalability.
Exceptional business acumen, with the ability to translate data insights into strategic recommendations for senior executives.
Strong understanding of complex inventory management and how inventory flows impact capacity demand, dialing strategy, and operational performance.
Advanced proficiency in SQL, analytics tools (PowerBI, Tableau), and Excel, with the ability to build and direct analytical frameworks.
Experience working with outsourced contact centers, including staffing governance, productivity metrics, and performance management.
Deep knowledge of call center KPIs, workforce optimization methods, and operational workflows.
Outstanding communication abilities, with experience presenting to executives, leading cross-functional workstreams, and influencing strategic decisions.

Responsibilities

Strategic Leadership & Workforce Planning Develop the enterprise workforce management vision, strategy, and operating model for forecasting, staffing, capacity planning, scheduling, and intraday management across all channels.
Create dynamic capacity models incorporating growth projections, seasonal and cyclical patterns, product roadmap changes, financial targets and personnel types for all retrieval methods.
Lead long-range forecasting development that leverages predictive analytics, advanced modeling, and scenario planning to support budget planning and operational readiness.
Build dynamic staffing frameworks that respond to real-time volume trends and inventory shifts, enabling proactive decision-making and rapid load balancing.
Operational Excellence & Technology Ownership Oversee the governance, optimization, and roadmap of WFM technology systems, including forecasting engines, scheduling platforms, outbound dialers, and real-time management tools.
Drive automation initiatives that reduce manual effort, streamline capacity workflows, and increase forecasting accuracy (e.g., machine learning-enabled models, automated campaign pacing, real-time dynamic intraday tools).
Business Partnership & Cross-Functional Alignment Collaborate with Operations and Inventory leaders to align staffing strategies to operational needs, inventory flows, and priority work drivers.
Partner with Finance, Operations and HR to ensure workforce plans and staffing models align with budget expectations, headcount targets, and ROI frameworks.
Present workforce forecasts, business cases, and performance narratives to executive leadership, translating data into clear, actionable insights for decision-makers.
Team Leadership & Development Lead, mentor, and develop a team of managers, supervisors, analysts, and system administrators responsible for forecasting, planning, scheduling, intraday actions, and telephony operations.
Establish performance standards, KPIs, and continuous improvement programs across the WFM organization.
Create a culture of operational excellence, cross-training, and analytical rigor while ensuring succession planning and skill development across the team.
Performance Monitoring & Continuous Improvement Oversee enterprise reporting of forecast accuracy, staffing adherence, capacity utilization, dialer performance, and service delivery metrics.
Identify gaps in performance, workflow inefficiencies, and control weaknesses while leading strategic initiatives to close those gaps.
Optimize vendor/BPO partner models, including capacity plans, performance SLAs, and volume allocation strategies.
Risk, Compliance & Governance Ensure all outbound dialing activities and workforce processes comply with regulatory requirements, risk controls, and documented procedures.
Partner with business stakeholders and risk teams to maintain accurate control inventories, workflows, and monitoring routines that support consistent internal and external control testing.