Manager, Workforce Management

Overview

HealthEdge ® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology. Learn more at HealthEdge .com.
Role Summary

The Manager, Workforce Management Scheduling leads a team of WFM Scheduling Analysts supporting both Contact Center and Back Office operations. This role owns schedule publication, real-time and intraday management, back office inventory and workload management across both environments, and is the primary escalation point for scheduling issues and staffing exceptions.
What You'll Own
Leadership & Team Management
- Lead and develop a team of WFM Analysts supporting both Contact Center and Back Office operations, providing day-to-day coaching, performance management and professional development

- Serve as the primary escalation point for scheduling issues, intraday staffing exceptions and real-time monitoring gaps across all functions

- Foster a team culture grounded in operational accountability, data-driven decision making and strong partnership with the operational leaders they support

- Onboard and train new WFM analysts, ensuring consistency in scheduling methodologies, tool usage and reporting standards across the team

Scheduling Operations
- Oversee the production and publication of schedules across Contact Center and Back Office functions, ensuring coverage requirements, service level goals and turnaround time (TAT) commitments are met

- Ensure scheduling frameworks account for function-specific requirements, including multi-skill and multi-channel complexity for Contact Center and work type, complexity tier and regulatory TAT requirements for Back Office

- Maintain and enforce scheduling policies and standards, including shift bid processes, time-off management, exception handling and schedule change procedures

- Partner with the Director of Resource Planning to ensure staffing requirement outputs are accurately translated into executable schedules across all teams

Real-Time Monitoring & Intraday Management
- Oversee real-time monitoring operations across Contact Center queues and Back Office work queues, ensuring analysts are identifying and responding to intraday staffing variances promptly

- Establish escalation protocols and intraday response playbooks that guide analysts in making consistent, well-reasoned adjustments when volume or staffing conditions deviate from plan

- Review intraday performance trends regularly, partnering with operational supervisors to address adherence issues, unexpected volume spikes or staffing shortfalls before they impact service levels or TAT commitments

- Ensure real-time monitoring standards and tools are consistently applied across both Contact Center and Back Office environments

Back Office Inventory & Workload Management
- Oversee daily and weekly work distribution and queue management processes for Back Office functions, ensuring inventory is assigned to the right staff at the right time based on skills, complexity and regulatory deadlines

- Monitor inventory aging and TAT compliance across Claims, Utilization Management and other back-office functions, escalating risks to operational leaders before SLA or regulatory thresholds are breached

- Partner with Back Office operational managers to adjust work assignment strategies in response to unexpected volume shifts, staff shortages or audit and compliance-driven prioritization needs

Reporting & Performance Management
- Establish a consistent reporting cadence for scheduling effectiveness, adherence, real-time performance and inventory health across