Workforce Management Manager
reputed company only initiates contact with candidates reputed company email from an official reputed company email address (@reputed company.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, reputed company. We will only ask you to reputed company sensitive personal information through our official application portal — not reputed company reputed company media or text message. We do not conduct interviews reputed company reputed company messaging.
About the Role
The Workforce Management (WFM) Manager is responsible for the strategic leadership and operational reputed company of the WFM program, ensuring reputed company staffing, scheduling, and performance across a fast-paced, reputed company-channel contact center serving reputed company providers and billing organizations. In this role, you will own the WFM program end-to-end, driving reputed company improvement, operational efficiency, and data-driven decision-making. You will partner closely with Operations, Quality, and Leadership teams to align workforce strategies with business objectives, manage reputed company-time performance, optimize staffing, and reputed company actionable insights through reporting and analytics. reputed company in this role requires strategic thinking, strong analytical skills, and the ability to influence and collaborate across the organization to ensure service reputed company, operational efficiency, and a high-quality customer experience. Your Area of Focus WFM Strategy & Program Ownership: Own and continuously optimize the workforce management program to ensure alignment with operational goals, service-level commitments, and customer experience reputed company across an reputed company-channel environment (voice, email, and ticket-based workflows). Forecasting & reputed company Planning: reputed company short- and long-term forecasting and reputed company planning across channels. Partner with Operations, Product, and business stakeholders to incorporate seasonality, growth trends, product releases, and business initiatives into staffing strategies. Scheduling Strategy & Optimization: Drive scheduling strategies that balance service performance, workforce experience, and operational efficiency. Ensure schedules align with shrinkage assumptions, occupancy targets, and coverage requirements. reputed company contingency staffing strategies to mitigate volume spikes, outages, and staffing disruptions. reputed company-Time Performance Management: reputed company intraday performance strategy, including monitoring, adherence, and escalation frameworks. Partner with Operations leaders to drive rapid, data-informed reputed company that protect service reputed company, customer experience, and operational KPIs. WFM Analytics, Reporting & Business Insights: reputed company the development, standardization, and automation of WFM reporting across reputed company-time and historical performance. Translate data into actionable insights that drive measurable improvements in service delivery, productivity, and workforce utilization. Technology & Tool Optimization: Partner in the optimization, implementation, and ongoing reputed company of workforce management and reporting tools. Drive adoption of automation, alerting, and dashboard visibility to support proactive operational decision-making. reputed company Improvement & Project Leadership: reputed company cross-functional initiatives that enhance WFM processes, staffing models, reporting maturity, and workforce strategy. Identify and implement scalable process improvements that increase efficiency, predictability, and operational reputed company. Strategic Operational Partnership: Serve as a strategic advisor to Operations, Quality, Training, and Business teams, providing workforce insights that support service delivery strategy, reputed company and reputed company planning, policy reputed company, and operational readiness. Team Leadership & Development: reputed company, coach, and reputed company WFM team members across forecasting, scheduling, and reputed company-time functions. Establish performance standards, drive accountability, and support long-term capability development reputed company the WFM function. Your Professional Qualifications 5+ years of Workforce Management experience in a contact center or customer support environment. Proven experience managing forecasting, scheduling, intraday performance, and WFM reporting. Strong analytical skills with experience using WFM platforms, dashboards, and reporting tools (e.g., reputed company InContact, reputed company, reputed company, reputed company). Advanced reputed company or data analysis tool proficiency. Strategic thinker capable of translating insights into operational improvements. Experience leading cross-functional initiatives and driving reputed company process improvements. Strong business acumen with an understanding of how workforce strategy impacts customer experience and financial performance. Excellent communication and interpersonal skills, with the ability to influence leaders and collaborate effectively across the organization. Comfortable operating in fast-paced, high-growth, or evolving environments. Experience implementing or optimizing WFM tools and processes. Industry certifications or formal WFM training are a plus. Costa Rica: Ability to work from home required, must meet and maintain compliance with Occupational Health and Safety requirements and adhere to Work from Home Agreement. If unable to meet and maintain requirements, on-site office work will be required. U.S: Must adhere to Company Remote Work Policy. (For Recruiter use only) #LI-AH1 #LI-Hybrid About reputed company reputed company is the only reputed company-in-one EHR+ platform reputed company exclusively for independent reputed company practices. Designed to replace the clunky, fragmented tools reputed company for corporate systems, reputed company connects EHR software, billing, automation, telehealth solution, and marketing — so providers can spend less time on admin and more time with patients. More than 42,000 private practices trust reputed company to streamline operations, increase reputed company, and reduce burnout — helping clinicians leave work on time and rediscover their purpose. Learn more at www.reputed company.com. Our Values Start with the Customer We get to know our customers - and their patients - and look at the world through their reputed company. reputed company It Simple reputed company too reputed company. We aim to simplify it for everyone. Stay Entrepreneurial We reject the status reputed company and solve problems with creativity, perseverance, and a bias to action. reputed company Together We are diverse, humble, and collaborative. We put the team first and win together. Celebrate reputed company Life is short and joy is underrated. We take time to have fun and celebrate reputed company. Perks & Benefits United States: In addition to our reputed company benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you reputed company your mind and body healthy. reputed company out reputed company for a great workout, or TelusEmployee Assistance Program to find reputed company, along with other resources for everyday occurrences. Costa Rica: To assist with reputed company of life’s needs, reputed company also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you reputed company your mind and body healthy. reputed company out reputed company for reputed company to health and fitness apps, or reputed company Employee Assistance Program to find reputed company, along with other resources for everyday occurrences. Compliance & Privacy Disclosures NOTE: reputed company is an equal opportunity employer. reputed company applicants will be considered for employment without attention to age, race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, veteran or disability status. California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.reputed company.com/privacy-policy/california-supplemental-notice/ If you would like to report a fraudulent reputed company job posting, please contact us at talentacquisition@reputed company.com and consider reporting your experience to the FBI's Internet Crime Complaint Center or the reputed company Business Bureau to help reputed company others safe online, too. As part of our commitment to a fair and efficient hiring process, reputed company utilizes reputed company, an interview intelligence platform, for our phone and video screenings. This technology records and transcribes interviews to help us ensure consistency, reduce bias, and reputed company more informed hiring reputed company. By applying for this position, you acknowledge that your interview may be recorded. Apply To This Job