Manager, Workforce Management

HealthEdge•Remote,

5d•$141,000 - $151,000•Remote

About The Position

HealthEdge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge.com. Role Summary The Manager, Workforce Management Scheduling leads a team of WFM Scheduling Analysts supporting both Contact Center and Back Office operations. This role owns schedule publication, real-time and intraday management, back office inventory and workload management across both environments, and is the primary escalation point for scheduling issues and staffing exceptions.

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 (e.g., Verint, NICE, Genesys) as well as back-office work distribution tools
Strong working knowledge of scheduling policy design (shift bid, time-off, exception handling) and 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

Responsibilities

Lead and develop a team of WFM Analysts supporting both Contact Center and Back Office operations, providing 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 across all functions
Foster a team culture grounded in operational accountability, data-driven decision making and strong partnership with the operational leaders they support
Onboard and train new WFM analysts, ensuring consistency in scheduling methodologies, tool usage and reporting standards across the team
Oversee the production and publication of schedules across Contact Center and Back Office functions, ensuring coverage requirements, service level goals and turnaround time (TAT) commitments are met
Ensure scheduling frameworks account for function-specific requirements, including multi-skill and multi-channel complexity for Contact Center and work type, complexity tier and regulatory TAT requirements for Back Office
Maintain and enforce scheduling policies and standards, including shift bid processes, time-off management, exception handling and schedule change procedures
Partner with the Director of Resource Planning to ensure staffing requirement outputs are accurately translated into executable schedules across all teams
Oversee real-time monitoring operations across Contact Center queues and Back Office work queues, ensuring analysts are identifying and responding to intraday staffing variances promptly
Establish escalation protocols and intraday response playbooks that guide analysts in making consistent, well-reasoned adjustments when volume or staffing conditions deviate from plan
Review intraday performance trends regularly, partnering with operational supervisors to address adherence issues, unexpected volume spikes or staffing shortfalls before they impact service levels or TAT commitments
Ensure real-time monitoring standards and tools are consistently applied across both Contact Center and Back Office environments
Oversee daily and weekly work distribution and queue management processes for Back Office functions, ensuring inventory is assigned to the right staff at the right time based on skills, complexity and regulatory deadlines
Monitor inventory aging and TAT compliance across Claims, Utilization Management and other back-office functions, escalating risks to operational leaders before SLA or regulatory thresholds are breached
Partner with Back Office operational managers to adjust work assignment strategies in response to unexpected volume shifts, staff shortages or audit and compliance-driven prioritization needs
Establish a consistent reporting cadence for scheduling effectiveness, adherence, real-time performance and inventory health across both Contact Center and Back Office functions
Review and validate analyst-produced reports and dashboards before distribution to operational leaders, ensuring accuracy, clarity and actionable insights
Track and report on key WFM metrics including schedule adherence, occupancy, shrinkage, TAT compliance and inventory aging, identifying trends that require process or scheduling adjustments
Conduct regular one-on-ones and team performance reviews, using WFM metric outcomes to inform coaching priorities and development goals for analysts
Serve as the primary WFM Scheduling liaison to Contact Center and Back Office operational leaders, building trusted relationships and ensuring scheduling decisions are made with full operational context
Collaborate closely with the Resource Planning team to ensure smooth handoffs between capacity plans and scheduling execution, flagging gaps or misalignments early
Continuously evaluate scheduling processes, tools and workflows, identifying opportunities to improve efficiency, reduce manual effort and strengthen scheduling outcomes across both environments
Support the evaluation and implementation of WFM platform enhancements, serving as a key stakeholder in tool configuration, testing and rollout activities