Workforce Optimization Manager

Role Overview

• Lead multi horizon forecasting, scenario modeling, capacity planning, scheduling, workflow optimization, KPI validation, and risk mitigation for a complex, high volume patient engagement program.
• Partner closely with internal stakeholders and client contacts to ensure operational readiness, alignment on forecasting assumptions, and data driven decision making that improves performance and patient outcomes.
• Ensure we have the right number of specialists, with the right skills, at the right time—for both real time needs and long horizon caseload demands.
• Develop and maintain capacity models, including scenario planning for volume changes, staffing adjustments, and patient cohort impacts.
• Build and present monthly and quarterly forecasting decks with insights, risks, and recommendations.
• Conduct workload distribution analytics to balance caseloads across specialists and prevent variance in productivity or patient experience.
• Monitor pacing and workload distribution within the case‑management lane to maintain balanced daily workloads.
• Recommend workflow and process optimizations to increase specialist capacity and improve patient outcomes.

Requirements

• Bachelor’s Degree or equivalent relevant experience required.
• 5+ years of workforce management, capacity planning, data analytics, or related operations experience.
• Experience managing forecasting and capacity planning across multiple operational lanes.
• Strong modeling skills, including scenario planning, multi‑horizon forecasting, and caseload capacity simulations.
• Experience supporting healthcare, patient‑support programs, or long‑term case‑based work is strongly preferred.
• Strong communication and client‑facing skills; able to explain complex modeling to non‑technical audiences.
• Advanced Excel modeling skills; experience with WFM platforms is preferred.
• Ability to operate autonomously while partnering cross‑functionally with Operations, Quality, Certification, and Client Results.
• Demonstrated ability to manage ambiguity and solve complex, multi‑variable operational challenges.
• Experience owning internal calibration sessions and presenting recommendations based on KPI trends.

Benefits

• Ability to sit or stand at a desk for extended periods while working on a computer.
• Availability for virtual meetings in a distraction-free environment.
• Ability to work independently and meet deadlines.
• Flexibility to support scheduling adjustments and real-time monitoring.
• Ability to travel up to 15% per year.