Remote Director of Workforce Management & Analytics

Scan-Health-Plan; Long Beach (CA); Hybrid; USD 147,000 - 210,000; Full time

Benefits offered by this job

Mostly remote work

Annual bonus program

Wellness program

Generous PTO and paid holidays

401(k) with employer match

Tuition reimbursement

Job summary

SCAN is seeking a Director of Workforce Management in California to lead enterprise planning and forecasting across contact centers, clinical support, and operations. You will drive capacity, scheduling, and analytics to improve service levels and efficiency while ensuring CMS compliance and governance.

This leadership role partners with IT, Finance, and Operations to scale workforce capabilities. You will oversee a COE, foster innovation in automation, and guide multi-site, multi-channel teams

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 5-7 years of related workforce management experience across enterprise scope.
• 5 years of progressive leadership experience in WFM.
• Experience with COE governance and enterprise standards.

Responsibilities

• Develop and lead enterprise workforce management strategies aligned with growth and regulatory needs.
• Establish long-range workforce plans and governance across multiple functions.
• Lead optimization initiatives focusing on productivity, service levels and occupancy.
• Define KPIs, forecasting, and ROI analyses for leadership decisions.
• Oversee WFM technology implementations (Aspect, Intradiem, etc.) and drive adoption.

Skills

Bachelor's Degree

WFM experience

Leadership experience

COE leadership

WFM tech

Healthcare/regulated

Forecasting & planning

Automation initiatives

Multi-site/multi-channel

Stakeholder collaboration

Education

Bachelor's Degree or equivalent

Tools

Aspect

NICE

Genesys

Intradiem

Job description

SCAN is seeking a Director of Workforce Management in California to lead enterprise planning and forecasting across contact centers, clinical support, and operations. You will drive capacity, scheduling, and analytics to improve service levels and efficiency while ensuring CMS compliance and governance.

This leadership role partners with IT, Finance, and Operations to scale workforce capabilities. You will oversee a COE, foster innovation in automation, and guide multi-site, multi-channel teams