Manager, Workforce Planning & Management

SafeRide Health•San Antonio, TX

4d•Remote

About The Position

SafeRide Health is looking for a Manager, Workforce Planning & Management, to serve as the analytical and operational backbone of our workforce function. In this role, you will own forecasting, scheduling, intraday performance, and service levels across a multi-vendor, multi-client operation. You will lead a team of analysts, partner closely with Strategy & Operations, Finance, and Member Services, and serve as the trusted cross-functional voice for WFM decisions across the organization, with direct visibility to senior leadership and real influence over how we staff and serve our members. This is a high-ownership, high-visibility role for someone who is analytically sharp, communicates with precision, and gets energized by taking real accountability in a fast-moving environment. If that sounds like you, we want to hear from you.

Requirements

Bachelor's degree
Strong analytical and quantitative skills with the ability to work with imperfect data and translate analysis into clear, defensible recommendations
Advanced proficiency in Microsoft Excel, including complex formulas, pivot tables, and data analysis
Working knowledge of workforce management fundamentals, including Erlang modeling, shrinkage and occupancy math, multi-skill routing, and intraday management
Strong verbal communication skills with the ability to present findings, field questions on the fly, and communicate clearly and confidently across all levels of the organization

Nice To Haves

1-3 years of hands-on workforce management experience in a contact center or BPO environment
Experience in complex planning roles (capacity planning, demand forecasting, supply chain, logistics, or similar multi-variable planning environments)
Familiarity with Amazon Connect, NiCE, CXone or similar CCaaS platforms
Familiarity with Quick Sight or similar BI and reporting tools
You communicate in data, not impressions, and can hold your position confidently when challenged
You take ownership of outcomes, not just tasks, and follow through without being chased
You build structures around your work and create processes others can follow and maintain
You thrive in fast-moving, high-visibility environments where your work has real impact
Analytically driven, pick-up new skills quickly, and are excited by the opportunity to step into real ownership

Responsibilities

Own workforce forecasting, translating volume and AHT assumptions into net FTE requirements across resource pools.
Partner with Strategy & Operations on modeling and scenario planning.
Own the feedback loops between forecast and actuals, and lead capacity planning for new client launches.
Build and maintain schedules across internal and vendor teams.
Own weekly WFM coordination meetings, deliver staffing plans to BPO managers, and proactively monitor headcount, attrition, and coverage gaps across the operation.
Monitor real-time SLA performance at a high level, leveraging systems and analysts to surface what needs attention.
Make the calls when volume spikes, vendor shortfalls, or unexpected events require a decision.
Keep operations stable and service levels protected.
Set clear priorities and operating cadences for a team of WFM analysts.
Build documentation and accountability structures that scale beyond any one person.
Ensure the team runs predictably and continuously improves.
Own weekly and monthly WFM reporting and respond to ad hoc questions from operations and senior leadership with clear, data-backed answers.
Serve as the trusted workforce voice across Member Services, Strategy & Operations, Finance, and beyond.