Manager, Workforce Management

Job description

We’re not looking for someone to maintain the status quo—we’re looking for someone to challenge it, evolve it, and elevate it. As Manager, Workforce Strategy & Management, you will lead the transformation of WFM operations in a 24/7 healthcare contact center—shaping how we deliver exceptional patient and nursing experiences at scale. This role blends strategic thinking, people leadership, operational innovation, and business execution and is ideal for someone who thrives in fast-moving environments and isn’t afraid to drive meaningful change. What You’ll Drive: Workforce Strategy & Innovation Creative Problem Solving & Continuous Improvement - Reimagine workforce planning by designing modern, scalable strategies that align with customer experience (CX) outcomes - Identify and implement new ideas, tools, and approaches that improve efficiency, flexibility, and experience - Challenge legacy processes and introduce innovative ways of working, scheduling, and managing. - Bring a mindset of curiosity and experimentation—you don’t settle for “how it’s always been done” - Proactively identify opportunities to improve forecasting, scheduling, and real-time operations - Lead initiatives tha...