Senior Manager, Workforce Management

Blink Health Administration LLC • Pittsburgh, PA

48d • Onsite

About The Position

The Patient Services Operations team is central in advancing our mission to provide affordable care and deliver an exceptional patient experience. We are seeking a strategic and execution-driven Senior Manager, Workforce Management (WFM) to build and lead a lean, high-impact function supporting 500+ agents across our contact center and pharmacy operations. This leader will own forecasting, planning, and scheduling to ensure service-level excellence while scaling efficiently in a fast-paced, high-growth environment.

Requirements

• 7-10+ years of workforce management experience, ideally in high-growth or tech-enabled environments.
• Bachelor's degree in Business, Operations, Math, Data Science, or a related field.
• Strong data modeling and analytical skills, with proficiency in SQL, Excel, and data visualization tools (e.g., Tableau, Power BI).
• Demonstrated ability to design impactful, lightweight solutions through structured analysis, creative thinking, and cross-functional collaboration.
• Proven track record of driving initiatives from strategy to execution-comfortable rolling up sleeves, driving delivery, and iterating quickly with scale in mind.
• Skilled communicator who can transform complex data into clear insights and compelling narratives for diverse audiences.
• Thrives in dynamic, fast-changing environments with a proactive, solutions-first mindset.

Responsibilities

• Workforce Strategy & Design: Define, implement, and evolve the overall workforce strategy for contact center and pharmacy operations teams (e.g., internal vs. external, geographic location, specialized vs. cross-skilled) to balance cost, quality, redundancy, and scalability while providing a best-in-class patient experience.
• Operational Ownership: Oversee all WFM processes, including forecasting, capacity planning, scheduling, real-time monitoring, and performance reporting.
• Capacity Planning: Partner with Operations, HR, and Finance to analyze trends, develop staffing models, and align hiring plans with evolving business needs.
• Intraday Management: Lead responses to real-time variances-such as call volume surges, absenteeism, or system disruptions-ensuring minimal impact on service.
• Data & Insights: Build tools and dashboards that track key WFM metrics (utilization, productivity, service levels, attrition). Deliver actionable insights to senior leadership to optimize workforce efficiency.
• Scalable Solutions: Collaborate with Product & Engineering to implement scalable WFM systems, leveraging automation and AI where possible.
• Team Leadership: Develop and mentor a lean team of WFM analysts and specialists, fostering professional growth and operational excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Publishing Industries
• Number of Employees: 501-1,000 employees