Workforce Management Manager

Description

About Connie Health

Connie Health is a fast-growing Medicare brokerage on a mission to empower older Americans to make confident, worry-free Medicare plan decisions. We offer a tech-enabled Medicare navigation platform that combines an AI-driven technology with local Medicare experts to help people select optimal healthcare plans and navigate their benefits. Our culture is mission-driven, collaborative, and innovative, as we strive to transform healthcare through data-driven insights and personalized guidance. We value Relationships First, Data-Driven decision making, and being Accountable in delivering unbiased, high-quality advice to our members.

The Workforce Management (WFM) Lead Manager is responsible for leading and managing the contact center scheduling staff, activities, and strategic goals. This role develops and governs the scheduling ecosystem, including systems, process, policy, and operating structure. The manager will ensure the accurate forecasting and appropriate scheduling of contact center work to optimize resource utilization, meet operational goals and maintain adherence to budget targets.

Key Responsibilities

• Leadership and Team Management: Lead, mentor and manage a team of WFM analysts. Oversee daily activities and ensure the team is equipped with the necessary information and tools for effective forecasting and scheduling.
• Forecasting and Planning: Ensure the team accurately analyzes, forecasts, and plans contact center volume and resource needs across multiple channels (e.g., voice, chat, email).
• System Development and Governance: Develop, implement, and continuously oversee the WFM scheduling systems, processes, and operating structure. Define and enforce scheduling policies to maximize efficiency and service levels.
• Budget and Resource Targets: Monitor and manage resource deployment to ensure operational goals are met within defined resource and budget targets.
• Collaboration: Work closely with operations leadership, Finance and HR teams to align on hiring, agent management and scheduling strategy with business needs and long-term organizational strategy.
• Reporting and Analysis: Provide executive-level reporting on key WFM metrics, schedule adherence, resource utilization, and forecasting accuracy.

Requirements

• Experience: A minimum of 5 years of experience in Workforce Management, with at least 2-3 years in a leadership or managerial capacity, preferably within a high-volume contact center environment.
  • Experience in medicare sales organization is a nice to have but not required
• Education: A Bachelor's degree is typically required (preferably in Business Administration, Operations Management, Finance, or a related quantitative field).

Required Skills

• Advanced Analytical Skills: Demonstrated ability to perform complex data analysis, statistical modeling, and interpret large data sets to drive strategic scheduling and staffing decisions. Experience with Looker and Five9 are nice to have but not required.
• Process Improvement: Proven track record of developing and implementing process, policy, and operating structure improvements within a WFM function.
• Strategic Thinking: Ability to translate high-level operational goals and budget constraints into tactical scheduling plans.

Communication: Excellent verbal, written, and presentation skills, with the ability to clearly articulate complex WFM concepts to both technical staff and executive leadership.

Benefits - What You’ll Love About Connie Health

• Generous vacation policy and generous holiday observances.
• Hybrid work schedule with designated in-office days at our new, fully stocked office.
• Comprehensive health insurance plans.
• 401k with company match. 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We require all candidates that receive and accept employment offers to complete a background check before being hired.