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SafeRide Health seeks a Manager of Workforce Planning & Management to serve as the analytical and operational backbone of the workforce function. This is a high-ownership, high-visibility role managing forecasting, scheduling, intraday performance, and service levels across a multi-vendor, multi-client operation.
You will lead a team of WFM analysts and partner closely with Strategy & Operations, Finance, and Member Services. Key responsibilities include:
**Forecasting & Capacity Planning:** Own workforce forecasting by translating volume and AHT assumptions into net FTE requirements across resource pools. Partner on modeling and scenario planning, manage feedback loops between forecast and actuals, and lead capacity planning for new client launches.
**Scheduling & BPO Coordination:** Build and maintain schedules across internal and vendor teams. Own weekly WFM coordination meetings, deliver staffing plans to BPO managers, and proactively monitor headcount, attrition, and coverage gaps.
**Intraday Performance Oversight:** Monitor real-time SLA performance, leverage systems and analysts to surface issues, and make decisions when volume spikes, vendor shortfalls, or unexpected events require action. Keep operations stable and service levels protected.
**Team Direction:** Set clear priorities and operating cadences for WFM analysts. Build documentation and accountability structures that scale. Ensure the team runs predictably and continuously improves.
**Reporting & Stakeholder Communication:** Own weekly and monthly WFM reporting. Respond to ad hoc questions from operations and senior leadership with clear, data-backed answers. Serve as the trusted workforce voice across the organization.
**Required:** Bachelor's degree, strong analytical and quantitative skills, advanced Excel proficiency (complex formulas, pivot tables, data analysis), working knowledge of WFM fundamentals (Erlang modeling, shrinkage, occupancy math, multi-skill routing, intraday management), and strong verbal communication skills.
**Preferred:** 1-3 years hands-on WFM experience in contact center or BPO, experience in complex planning roles (capacity planning, demand forecasting, supply chain, logistics), familiarity with Amazon Connect, NICE, CXone or similar CCaaS platforms, and familiarity with QuickSight or similar BI tools.
This role offers direct visibility to senior leadership and real influence over how the organization staffs and serves members. Ideal candidate is analytically sharp, communicates with precision, and thrives in fast-moving environments with high accountability.
