Real-Time WFM Manager – Health Plan Ops

Devoted Health; Oklahoma City (OK); On-site; USD 58,000 - 83,000; Full time

Benefits offered by this job

Health, dental & vision plan

Generous paid time off

$100 monthly mobile stipend

Stock options for all employees

Bonus eligibility for most roles

Parental leave program

401K program

Job summary

Devoted Health in Oklahoma City is seeking a Workforce Management Real Time Analyst to optimize capacity planning for our nationwide service, outreach, and sales teams. You will monitor inbound queues, forecast volumes, and coordinate with Health Plan Operations to ensure staffing aligns with service metrics daily.

You will build SOPs, report on performance, and identify data-driven improvements, playing a key role in how WFM tools support frontline teams across our organization.

Qualifications

• 1-3 years of workforce management or direct operations experience.
• Experience in real-time monitoring and intraday performance tracking; setting and meeting goals.
• Startup environment: transparent in work, what’s going well, what’s not.
• Proactive attitude and ownership to get things done.
• Experience using WFM software to manage contact center operations.
• Strong analytical and troubleshooting skills; ability to develop staffing models and tell the data story.

Responsibilities

• Create SOPs based on forecasted inbound call volume.
• Coordinate with Health Plan Operations Managers to arrange support.
• Monitor daily and intraday call volume, handling time, shrinkage, and other staffing metrics.
• Reallocate resources to meet service levels and wait times.
• Provide performance reports to service leadership.
• Monitor real-time adherence to schedules and address issues.
• Build relationships with Health Plan Operations and Member Experience teams.

Skills

Operational experience

Real-time monitoring

Startup mindset

Ownership

WFM software

Analytical skills

Cross-functional collaboration

Tools

WFM software

Telephony systems

Looker Explore

Google Sheets

Job description

Devoted Health in Oklahoma City is seeking a Workforce Management Real Time Analyst to optimize capacity planning for our nationwide service, outreach, and sales teams. You will monitor inbound queues, forecast volumes, and coordinate with Health Plan Operations to ensure staffing aligns with service metrics daily.

You will build SOPs, report on performance, and identify data-driven improvements, playing a key role in how WFM tools support frontline teams across our organization.