Senior Manager, Workforce Management
About the role
Job Description A bit about this role: Within the Member Experience Operations team, the Workforce Management function is responsible for ensuring operating teams are staffed to deliver on the world-class service Devoted is known for. Our focus is on delivering on Devoted’s promise to “treat members like family” by ensuring each team has the right support each day to serve our members and patients, and on making Devoted a welcoming and sustainable place to work. That’s where you come in.
The Senior Manager for Workforce Management will play a crucial role in building, overseeing, and optimizing workforce planning and operations. This role requires a strategic thinker with exceptional analytical skills, a deep understanding of workforce planning principles, and the ability to create, implement and manage workforce management systems and processes effectively. You will be responsible for growing the impact of the Workforce Management team by identifying and leading cross-functional people, process, and product initiatives.
Your Responsibilities and Impact will include: Build WFM from the ground up: Design and implement workforce management systems from scratch (i.e.:, create scheduling models, capacity plans, and staffing ratios for clinical teams). Establish SOPs, playbooks, and governance. Translate strategy into workflows: Turn high-level goals into operational processes (i.e.: adjust staffing coverage, redesign shift structures). Lead discussions to identify gaps and implement solutions.
Own forecasting & capacity planning: Use historical data to forecast demand, build staffing models, and align resources to meet targets. Define and track KPIs like utilization, coverage gaps, and forecast accuracy. Be data driven: Analyze trends (things like rising handle time, increased no-shows), build dashboards (Google Sheets or BI tools like Looker, or analytical tools like Cortex and SQL), and present clear recommendations to leadership Drive daily operations in real time: Monitor intraday performance (i.e.: SLA attainment, AHT, shrinkage).
Make real-time adjustments to ensure service levels and appointment completion targets are met. Own SLA & performance outcomes: Ensure operational goals are consistently hit (i.e.: 95% of appointments completed on time,
Minimum requirements
- Proven experience designing and implementing workforce management systems, including scheduling models and capacity planning.
- Strong analytical skills with proficiency in data analysis tools (SQL, Looker, Google Sheets) and KPI tracking.
- Ability to lead cross-functional initiatives and translate strategic goals into operational workflows.
This listing was parsed by AI and may not be complete. Check the official posting on Devoted's site for the most accurate information.