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Workforce Planning and Optimization Manager

Chapel Hill, NC

Company: The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact on our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product — a consumer health engagement platform — integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.  We promote an employee- and member-centric culture with generous benefits, which you can learn more about here: https://www.well.co/careers.

Position Title: Workforce Planning and Optimization Manager

Reporting To: Director of Member Services

Department: Member Services Operation

Location: Chapel Hill, NC 

Compensation: $75,000-$90,000 depending on qualifications, plus bonus and benefits

Position Summary: Are you a results-oriented leader passionate about optimizing contact center operations? We're building out our workforce management function and need a highly collaborative Workforce Planning & Optimization Manager to own and transform our multi-channel contact center's workforce strategy, supporting our growing portfolio of large employer clients. You will lead and provide daily support and mentoring to our Workforce Lead and Workforce Analyst, leveraging your expertise to develop and refine tools that drive significant improvements in staffing efficiency, client KPI achievement, and member satisfaction. You will partner closely with diverse business stakeholders to achieve these goals.

Responsibilities:

  • Strategic Workforce Planning & Alignment: 

    • Design and implement data-driven workforce planning strategies aligned with business objectives. 
    • Proactively collaborate with cross-functional teams to deliver accurate forecasts for initiative-driven demand and strategically align launch schedules for optimal resource efficiency and service levels. 
    • Partner with leaders on forecasted headcount needs for new launches.

Dynamic Staffing Models:

    • Create flexible staffing models with real-time adjustment capabilities based on inbound demand forecasts. 
    • Collaborate with Member Services leadership to enhance agent utilization, adherence, and productivity. 
    • Identify and address workload fluctuations and non-productive time. 
    • Ensure proper staffing coverage through communication with team leads and supervisors, and maintain accurate staffing records.

  • Workforce Forecasting & Analysis:

    • Develop and maintain accurate short-term and long-term multi-channel workforce forecasts incorporating historical data, trends, and seasonality to exceed SLAs.
    • Analyze historical data to predict staffing needs, adjusting for trends and client activities. Provide insightful reports on forecast performance and variance.

Workforce Optimization & Scheduling: 

    • Create and manage agent schedules to align with forecasted demand, optimizing shift patterns, breaks, and off-phone activities for maximum efficiency. 
    • Coordinate non-call scheduling with other departments. 
    • Optimize scheduling and staffing strategies to meet SLAs and KPIs across all business units.

Real-time Performance Management: 

    • Analyze real-time performance data to proactively adjust staffing levels for call volume and handle time fluctuations. 
    • Conduct regular performance reporting and analysis with recommendations for senior management.

Continuous Improvement & Innovation: 

    • Lead initiatives to improve workforce planning processes, implement best practices, and drive continuous improvement across all business lines. 
    • Develop predictive models for inbound volume and workforce needs. 
    • Identify skill gaps to inform recruitment and training.

Performance Goal Setting & Analysis: 

    • Monitor and analyze key performance indicators (KPIs) to identify improvement areas. 
    • Present workforce planning insights and recommendations to senior management. 
    • Implement best practices to boost productivity and work with leadership to establish and benchmark performance goals, addressing adherence and occupancy.

Preferred Qualifications:

  • 6-8 years of progressive experience in workforce management, planning, and optimization within a multi-channel, multi-client contact center or similar environment.
  • Demonstrated success in developing and implementing workforce optimization, forecasting, and planning strategies from the ground up
  • leadership experience, including team management and development
  • Experience managing a multi-skill workforce
  • Analytical and problem-solving skills, including advanced proficiency in data analysis and reporting tools (especially Excel) with the ability to analyze complex data and identify trends
  • Ability to present complex findings to senior management
  • Collaboration and relationship-building skills
  • Flexibility and adaptability to changing business needs
  • Familiarity with workforce management (WFM) software (e.g., Verint, NICE, Calabrio, Genesys) and Salesforce
  • Understanding of statistical modeling and forecasting techniques
  • Knowledge of process improvement methodologies (e.g., Lean Six Sigma)
  • Familiarity with database management and SQL

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare.  We welcome team members who are passionate about that mission. 

We embrace diversity and are committed to building an inclusive team. All qualified applicants will be eagerly considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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