Workforce Manager
About The Position
Point C is a National third-party administrator (TPA) with local market presence that delivers customized self-funded benefit programs. Our commitment and partnership means thinking beyond the typical solutions in the market – to do more for clients – and take them beyond the standard “Point A to Point B.” We have researched the most effective cost containment strategies and are driving down the cost of plans with innovative solutions such as, network and payment integrity, pharmacy benefits and care management. There are many companies with a mission. We are a mission with a company. The Workforce Manager is responsible for supporting workforce management systems, forecasting workload demand, scheduling staff, and optimizing staffing efficiency across operations. This role ensures accurate reporting, system configuration, and performance monitoring to improve service levels, productivity, and operational outcomes.
Requirements
- Bachelor’s degree in Business, Analytics, IT, or related field (or equivalent experience)
- 2+ years’ Workforce Management or call center analytics experience
- Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.)
- Advanced Excel skills (pivot tables, formulas, trend analysis)
- Strong analytical and problem-solving ability
- Attention to detail and data accuracy
Nice To Haves
- Experience supporting multi-site or multi-channel environments preferred
- SQL, Power BI, or Zendesk “CRM” experience preferred
- Knowledge of forecasting models preferred
- Healthcare, contact center, or operations background preferred
Responsibilities
- Analyze historical data to forecast call volume/workload trends
- Develop short-term and long-term staffing models
- Monitor real-time adherence and staffing levels
- Recommend adjustments based on performance metrics
- Build and maintain employee schedules
- Manage shift bids, PTO planning, and staffing coverage
- Support intraday management decisions
- Ensure staffing aligns with service-level goals
- Maintain Workforce Management platforms (e.g., Zendesk, ADP)
- Configure queues, skills, schedules, and forecasting inputs
- Troubleshoot system issues and partner with IT/vendors
- Support upgrades and enhancements
- Partner with operations leaders on staffing strategies
- Identify efficiency improvement opportunities
- Support workforce planning meetings / Maintain documentation and process workflows
Benefits
- Comprehensive medical, dental, vision, and life insurance coverage
- 401(k) retirement plan with employer match
- Health Savings Account (HSA) & Flexible Spending Accounts (FSAs)
- Paid time off (PTO) and disability leave
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
