Workforce Manager - Contact Center
About The Position
The Workforce Manager is responsible for leading workforce planning and intraday execution for a 24x7 nursing and healthcare contact center. This role ensures the right number of appropriately skilled nurses are scheduled and available to meet service level goals, client requirements, regulatory expectations, and patient/customer needs across all hours of operation, including nights, weekends, and holidays. This leader oversees forecasting, capacity planning, scheduling strategy, real-time performance management, and workforce reporting for a complex healthcare environment where volume patterns, licensure requirements, client-specific workflows, and service urgency must all be balanced. The Workforce Manager partners closely with contact center operations, nursing leadership, talent acquisition, training, quality, and client-facing leaders to optimize staffing coverage, performance, and labor efficiency while protecting the service experience.
Requirements
- 5+ years of workforce management experience in a contact center or service operations environment.
- 2+ years of leadership experience managing workforce, scheduling, forecasting, or real-time teams.
- Experience supporting a 24x7 operation with complex staffing coverage requirements.
- Strong experience with forecasting, scheduling, capacity planning, and real-time management.
- Advanced proficiency in Excel with strong analytical/reporting skills.
- Experience with WFM tools (e.g., NICE, Verint, Calabrio, Genesys WFM) and ticketing/knowledge systems.
- Strong communication skills with the ability to influence leaders across operations, clinical, and support functions.
- Bachelor’s degree in business, healthcare administration, operations, finance, or related field; equivalent experience may be considered.
Nice To Haves
- Experience supporting clinical programs or a nurse-staffed call center (RNs/LPNs).
- Experience supporting operations with skill-based routing, client-specific workflows, or licensure-based staffing constraints.
- Familiarity with service level management in regulated or mission-critical environments.
- Experience with business intelligence tools such as Power BI, Tableau, or similar platforms.
- Knowledge of call center metrics including service level, ASA, abandonment, shrinkage, occupancy, adherence, and forecast accuracy.
- WFM certification/training preferred.
Responsibilities
- Manage a team of Operations Assistants that assist with nurse and customer cheduling, training scheduling, and nurse licensure compliance.
- Ensure timely and accurate publishing of the nurse schedule.
- Translate business trends, seasonality, client growth, attrition, shrinkage, and operational changes into staffing plans.
- Build and maintain capacity models that support 24x7 coverage requirements, including overnight, weekend, and holiday operations.
- Partner with operations and clinical leadership to anticipate staffing risks related to census changes, call spikes, weather events, onboarding, and client transitions.
- Develop hiring and staffing recommendations based on forecasted demand and service level expectations.
- Ensure schedules support business goals for service level, response time, occupancy, productivity, and employee sustainability.
- Partner with recruiting and operations to identify gaps in coverage and prioritize hiring by shift, skill, licensure, and client need.
- Ensure timely communication of intraday risks, mitigation plans, and operational impacts to supervisory leadership.
- Analyze historical performance and current trends to identify root causes, risks, and opportunities for improvement.
- Provide actionable recommendations to improve staffing alignment, interval coverage, productivity, and scheduling effectiveness.
Benefits
- You will be eligible for the full-time suite of benefits for salaried employees including medical, dental, vision, 15 days of PTO, and the opportunity to participate in the 401k program with a company match.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
11-50 employees
