Director, Workforce Management

eHealth; United States; Remote; USD 151,000 - 202,000; Full time

Job summary

A leading company is seeking a Director of Workforce Management to enhance call center operations. This role involves overseeing sales forecasts, workforce planning, and operational efficiencies. Ideal candidates will have extensive experience in call center management and strong leadership skills. The position offers a chance to drive continuous improvement initiatives and collaborate across teams to ensure optimal performance.

Benefits

Medical, dental and vision benefits

401K with matching

Tuition reimbursement

Employee stock purchase program

12 company paid holidays

Flexible time off

Qualifications

• 8+ years of experience in call center operations, with at least 5 years in leadership.
• Strong experience in sales forecasting and workforce management.

Responsibilities

• Oversee S&OP process for the call center, ensuring alignment between sales projections and staffing.
• Monitor KPIs like service levels and agent utilization to identify areas for improvement.

Skills

Leadership

Analytical Skills

Communication

Education

Bachelor’s degree in Business Administration

MBA

Tools

Genesys

Avaya

NICE

Excel

Job description

Join us in creating a better way!

At eHealth, our mission is to expertly guide consumers through their health insurance and related options when, where, and how they prefer. We’re creating a better way – one that’s transparent and trustworthy for both our consumers externally and our employees internally.

Move your career forward while connecting countless people to the life- changing, quality care they deserve. Our diverse team of innovators supports one another in solving some of the toughest challenges. We’re always on the lookout for creative opportunities to do right by our customers, and each other. Together, we’re creating a better way to work, united by our common passion to make a difference.

The Director of Workforce Management for the Call Center will oversee the integration of sales forecasts, call volume projections, workforce planning, and operational capacity to ensure optimal performance and service delivery. This position will work closely with senior leadership, the sales team, marketing, finance and call center management to align demand with staffing levels, training, and resource allocation. The Director will be responsible for streamlining processes, optimizing forecasting accuracy, and driving operational efficiencies in the call center environment.

What you'll do:

• Lead S&OP Process for the Call Center: Oversee and manage the S&OP process specifically for the call center, ensuring alignment between sales projections, call volume forecasts, and staffing requirements.
• Forecasting & Demand Planning: Collaborate with sales, marketing, finance and customer service teams to gather insights and develop accurate call volume forecasts, ensuring adequate staffing levels to meet business needs without overstaffing.
• Workforce Management: Develop and implement workforce planning strategies, including shift scheduling, resource allocation, and capacity planning, to ensure that the call center is always adequately staffed based on forecasted demand.
• Performance Monitoring: Monitor key performance indicators (KPIs) such as service levels, call abandonment rates, average handling time (AHT), and agent utilization to identify areas for improvement and implement corrective actions.
• Cross-Functional Collaboration: Collaborate with sales, marketing, and customer service teams to align strategies and improve call center operations, customer experience, and service delivery.
• Optimization of Call Center Processes: Analyze existing workflows and systems to identify opportunities for process improvement and greater operational efficiency, reducing costs while maintaining high service levels.
• Technology Integration: Oversee the integration and effective use of call center software tools, such as Workforce Management (WFM), Automatic Call Distribution (ACD), and other analytics platforms, to support forecasting, scheduling, and performance tracking.
• Budget and Resource Allocation: Work with the finance department to align budget allocations with staffing needs, training, technology upgrades, and operational changes based on sales and service demands.
• Risk Management: Identify and address risks related to sales, operational performance, and call volume surges, particularly during peak seasons or promotional campaigns.
• Leadership & Team Development: Lead, mentor, and develop the S&OP team within the call center to improve performance, ensure the effective use of technology, and provide training on best practices in workforce management and demand planning.
• Continuous Improvement: Drive continuous improvement initiatives to enhance the overall performance of the call center. This includes evaluating new forecasting methodologies, staffing strategies, and performance management techniques.
• Reporting & Analysis: Analyzing call center performance data, identifying trends, and generating reports to track progress and identify areas for improvement.

Who you are:

• Bachelor’s degree in Business Administration, Supply Chain Management, Operations Management, or a related field. An MBA or other advanced degrees are a plus.
• 8+ years of experience in call center operations, sales & operations planning, workforce management, or related fields, with at least 5 years in a leadership role.
• Strong experience in sales forecasting, demand planning, and workforce management within a call center environment.
• Proficiency in call center management systems (e.g., Genesys, Avaya, NICE, etc.) and Workforce Management (WFM) tools.
• Advanced knowledge of S&OP best practices, specifically in relation to contact centers and customer service operations.
• Strong analytical skills with the ability to make data-driven decisions based on trends, forecasts, and operational performance.
• Leadership experience with the ability to drive cross-functional collaboration, mentor teams, and manage diverse stakeholders.
• Excellent communication skills, with the ability to clearly convey complex information to senior leadership, employees, and cross-functional teams.
• Proficiency in Excel, data analysis, and reporting tools. Familiarity with other software platforms like CRM, ERP, or forecasting tools is a plus.
• Ability to thrive in a fast-paced, dynamic environment with a focus on continuous improvement.

Preferred Skills:

• Certification in workforce management or call center operations (e.g., WFM certification, APICS CPIM, or CSCP).
• Experience in handling large call volumes, seasonal demands, and multichannel customer service operations.

What we offer:

• Generous benefits include medical, dental and vision beginning on your first day of employment
• 401K with matching
• Tuition reimbursement
• E mployee stock purchase program
• 12 company paid holidays and flexible time off (PTO for non-exempt)

Our Values: At eHealth, our core values guide our work:

• One Team
• Customer Centric
• Innovation
• Integrity
• Quality
• Accountability
• Relentless
• Financial Stewardship

*Please note the above is a summary of responsibilities; a full job description is available upon request.

Job Application Deadline: May 30, 2025

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The base pay range reflects the anticipated pay range for this position. The actual base pay offered will depend on various factors including individual skills, experience, performance, qualifications, the department budget, and the location where work is performed. Base pay is one component of eHealth’s total rewards package, which also includes an annual performance bonus, plus an array of benefits designed to support employees’ personal and professional wellness. For more information on our total rewards offerings, please visit our career site.

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Base Pay Range -$151,200 - $201,600

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eHealth is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, national origin, age, marital status, sexual orientation, genetic information, disability, protected veteran status, or any other consideration made unlawful by applicable federal, state or local laws. The foundation of these policies is our commitment to treat everyone fairly and equally and to have a bias-free work environment.