Sr Director WFM

Monogram Health•Tempe, AZ

46d

About The Position

The Sr. Director of Workforce Management (WFM) is a strategic leadership role responsible for overseeing and optimizing the allocation, utilization, and performance of resources for Monogram Health's call center. This position involves collaborating with various departments to align workforce planning with business objectives, ensuring efficient staffing levels, implementing workforce analytics, and enhancing employee productivity across both traditional and digital engagement channels.

Requirements

Bachelor's degree (preferred in Business, Workforce/Operations Management, Statistics, Economics/Finance, or related fields).
10+ years of experience in healthcare operations or workforce management, with at least 3 years in a leadership role.
Expertise in call center operations, forecasting methodologies, and customer experience analysis.
Familiarity with industry-leading technologies and tools (e.g., Erlang C models, RingCentral, CX One, Salesforce).
Proven experience in leading and developing cross-functional teams.
Strong problem-solving skills and ability to drive process improvements.
Excellent communication and presentation skills, with the ability to convey complex data insights to diverse audiences.

Responsibilities

Oversee and optimize end-to-end WFM delivery across forecasting, capacity planning, scheduling, and intraday management to meet SLA, quality, and budget goals.
Expand WFM operational capabilities to support both inbound/outbound calling and digital channels (email, chat, text).
Drive recommendation and implementation of advanced WFM tools and platforms; enable automation in scheduling, real-time decision-making, and reporting.
Build and lead a high-performing workforce team, identifying gaps and implementing development plans.
Partner with clinical leadership, care center managers, and technology teams to ensure seamless operations.
Lead dialer optimization strategy and execution to support dynamic patient outreach priorities.
Collaborate with IT, analytics, and clinical teams to refine dialer workflows and resolve data flow issues.
Monitor dialer performance metrics (e.g., contact rates, conversion rates, call outcomes) and drive continuous improvement.
Develop and manage forecasting models using historical data and seasonal trends aligned with patient demand and outreach goals.
Build staffing models to optimize resource allocation across all channels while controlling costs.
Identify and mitigate risks related to workforce shortages or surpluses; implement contingency plans.
Monitor operational performance and make real-time staffing adjustments to maintain SLAs and productivity.
Develop dashboards to track workforce performance, dialer effectiveness, and operational KPIs.
Generate regular reports to communicate workforce insights to leadership.
Ensure compliance with regulatory and organizational standards in reporting and operations.
Collaborate with cross-functional teams to plan and execute outreach campaigns aligned with business goals.
Ensure workforce readiness and resource alignment for campaign launches and peak periods.
Monitor campaign performance and adjust staffing and dialer strategies to maximize impact.
Provide post-campaign analysis and insights to inform future planning.
Define and maintain SLA targets across all engagement channels (e.g., average speed of answer, abandonment rate, service level).
Ensure staffing plans and intraday management strategies are aligned with SLA commitments.
Continuously evaluate SLA performance and implement corrective actions as needed.
Communicate SLA expectations and performance trends to stakeholders.

Benefits

Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
Financial & Retirement Support - Competitive compensation, 401k with employer match, and financial wellness resources
Time Off & Leave - Paid holidays, flexible vacation time/PSSL, and paid parental leave
Wellness & Growth - Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts

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