Lead long-range planning across complex for Coverage Review Operations and Payer Solutions.
Translate demand forecasts into executable staffing and capacity plans that balance service level objectives, customer experience, and cost targets.
Provide strategic oversight of volume forecasting, handle time modeling, and performance management to proactively mitigate risk and variability.
Partner closely with Operations, Finance, Enablement, Technology, Analytics, and Global Service Partners to align workforce strategies with business priorities and operational realities.
Deliver clear, data-driven insights and recommendations to senior leaders on staffing risks, trade-offs, and performance outcomes.
Lead, coach, and develop workforce planning teams across long-range planning.
Drive continuous improvement of workforce planning models, tools, and processes, including the use of advanced modeling and workforce management platforms.
Anticipate and plan for demand changes driven by seasonality, growth, regulatory shifts, or operational transformation initiatives.

7+ years of workforce management or workforce planning experience in a contact center and back-office operations environment.
5+ years of demonstrated people leadership experience, including coaching, development, and cross-functional influence.
Experience driving workforce planning transformation, automation, or process optimization initiatives.
Demonstrated expertise in long-range forecasting, short-term planning, scheduling, and real-time workforce management.
Experience supporting large, multi-site or global operations, including partnership with external or offshore service providers.
Strong analytical skills with the ability to translate complex data into clear business insights.
Proven ability to influence cross-functional partners and communicate effectively with senior leaders.

Senior Manager, Workforce Planning – Coverage Review Operations, Payer Solutions

Key skills