Director, Workforce Management COE (Remote)

SCAN; Long Beach (CA); On-site; USD 147,000 - 210,000; Full time

Benefits offered by this job

Mostly Remote

Annual bonus program

Wellness Program

Generous PTO

11 holidays + floating

401(k) match

Tuition reimbursement

Recognition program

Job summary

SCAN is seeking a Director, Workforce Management to lead workforce planning, forecasting, capacity management, scheduling strategy, workforce optimization, and technology across member, provider, sales, and operations. You will develop long-range plans, standards, and governance to drive scalable growth and service excellence.

Lead enterprise COE activities, implement advanced analytics, automation, and technology adoption, while partnering with cross-functional leaders to align staffing with

Qualifications

• Bachelor’s Degree or equivalent experience.
• 5-7 years of related workforce management experience.
• 5 years of progressive leadership experience.
• Experience with enterprise Workforce Management Centers of Excellence (COEs).
• Experience with workforce management technologies including Aspect, NICE, Genesys, Intradiem, or similar platforms.

Responsibilities

• Lead enterprise Workforce Management COE activities with governance and best practices.
• Develop long-range workforce plans aligned with enrollment projections and regulatory requirements.
• Oversee multi-channel forecasting and capacity planning across contact center and operations.
• Define KPIs, reporting frameworks, and budget/ROI analyses for workforce strategies.

Skills

Forecasting

Workforce planning

Leadership

Analytics

Automation

Cross-functional collaboration

Education

Bachelor’s Degree or equivalent experience

Tools

Aspect

NICE

Genesys

Intradiem

Job description

SCAN is seeking a Director, Workforce Management to lead workforce planning, forecasting, capacity management, scheduling strategy, workforce optimization, and technology across member, provider, sales, and operations. You will develop long-range plans, standards, and governance to drive scalable growth and service excellence.

Lead enterprise COE activities, implement advanced analytics, automation, and technology adoption, while partnering with cross-functional leaders to align staffing with