We are seeking a strategic and experienced Director of Workforce Management to lead and optimize our workforce planning, scheduling, forecasting, and real-time management functions across both our member-facing support channels and our back-office Third-Party Administrator (TPA) administration functions. You will play a critical role in ensuring we have the right talent in the right place at the right time to deliver exceptional support to our members and achieve our operational goals across the entire organization. You will lead a team of workforce management professionals and, critically, forge strong partnerships with internal stakeholders to understand their business needs and translate them into effective workforce strategies that drive tangible results in both front-office and back-office environments. A key aspect of this role will be the ability to interpret high-level company objectives and distill them into clear and measurable team and department goals, effectively guiding the Workforce Management team and collaborating departments towards achieving these outcomes. This role will also be instrumental in coordinating and guiding the performance management efforts across our Customer Experience (CX) teams, ensuring alignment and the proactive identification and resolution of performance-related issues.

What you'll do:

• Establish and maintain strong working relationships with key internal stakeholders across Customer Experience, Finance, and other relevant departments to understand their operational challenges, strategic priorities, and performance management needs in both member-facing and administrative functions, ensuring alignment with overarching company goals.
• Collaborate proactively with internal partners to identify opportunities where effective workforce management can directly contribute to improved business outcomes – derived from high-level company objectives – such as enhanced member satisfaction, reduced costs, increased efficiency, improved processing times in back-office operations, and overall team performance.
• Translate high-level company objectives into clear, actionable, and measurable goals for the Workforce Management team and partner with operational leaders to define complementary departmental goals.
• Lead the development of accurate short-term and long-term forecasts for staffing needs across all operational areas, including both interaction-based and production-based work, ensuring these forecasts support the achievement of defined goals.
• Build, mentor, and develop a high-performing workforce management team with expertise in both contact center and back-office environments, clearly communicating team and individual goals derived from company objectives.
• Lead the performance management coordination efforts across the Customer Experience (CX) teams. This includes:
  • Partnering with individual leaders to establish clear performance expectations and metrics that directly support team and departmental goals.
  • Developing frameworks and processes to ensure consistent and effective performance monitoring across CX teams, tracking progress towards established goals.
  • Facilitating regular communication and feedback loops between Workforce Management and CX leadership regarding performance insights and concerns, with a focus on driving teams towards desired outcomes.
• Drive continuous improvement initiatives within the workforce management function, often in collaboration with internal stakeholders, ensuring these initiatives contribute to achieving company, department, and team goals.

To be successful in this role, you'll need:

• 15 years of progressive experience in workforce management, with at least 10 years in a leadership role, including significant experience managing workforce in a back-office production environment (e.g., TPA administration, claims processing, etc.).
• Bachelor's degree in Business Administration, Operations Management, or a related field; Master's degree preferred.
• Strong understanding of performance management principles and practices, with the ability to develop frameworks, analyze performance data, and provide insights and recommendations for improvement that drive teams towards established goals.
• Demonstrated success in developing and implementing workforce management strategies in a customer-centric environment, with experience applying these principles to back-office operations to improve efficiency and quality, all while aligning with company objectives
• Deep understanding and experience with various Workforce Management (WFM) software platforms (e.g., Verint, Calabrio, NICE) and their application in both contact center and back-office settings, including leveraging WFM data to track progress towards goals.
• Demonstrated experience in driving measurable business results – aligned with high-level company objectives – through strategic workforce management initiatives across diverse operational areas.
• Strong understanding of contact center operations and key performance indicators, as well as familiarity with back-office production metrics and workflow optimization, and how these contribute to broader company goals.
• Proven ability to understand high-level company objectives and translate them into clear and actionable strategies and plans for the Workforce Management function and supporting teams.
• Excellent verbal and written communication skills with the ability to effectively communicate with team members, internal partners, and leadership across different departments, including the ability to articulate the link between team activities and company objectives.
• Exceptional ability to build rapport and cultivate strong, collaborative relationships with internal stakeholders at all levels, understanding their needs and aligning workforce strategies with their goals and overarching company objectives. Demonstrated success in understanding their needs and translating them into actionable workforce management strategies that drive business results.
• Expertise in setting clear, measurable goals for teams and departments that directly align with overarching company objectives.
• Proven ability to develop accurate short-term and long-term forecasts using various methodologies and data analysis techniques for both interaction-based and production-based work, ensuring alignment with strategic goals.
• Ability to translate forecasts into effective capacity plans that align staffing with anticipated workload across diverse operational functions, supporting the achievement of performance targets.
• A track record of identifying and implementing process improvements to enhance efficiency and accuracy within workforce management operations across different operational settings, driving teams towards desired outcomes.
• Proven ability to lead, motivate, and develop a team of workforce management professionals supporting diverse operational functions, clearly communicating goals and expectations.

Preferred Qualifications:

• Experience implementing and optimizing new workforce management technologies for both contact center and back-office teams.
• Knowledge of healthcare industry regulations and compliance requirements.
• Experience with multi-channel contact center environments.
• Specific experience with workforce management principles and tools applicable to TPA administration or similar back-office production environments.
• Experience in developing performance management frameworks and analyzing performance data to identify trends and provide actionable insights that drive teams towards established goals.

Pay Transparency Statement

This is a hybrid position based out of our Lehi office, with the expectation of being in office at least two weekdays per week. #LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/benefits/.