Remote WFM Strategy & Staffing Leader

SafeRide Health; San Antonio (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first work environment

Career growth opportunities

Equity options

Medical, dental, and vision insurance

401(k) with company match

Generous PTO and paid holidays

Job summary

SafeRide Health is seeking a Manager, Workforce Planning & Management to lead forecasting, scheduling, intraday performance, and service levels across a multi-vendor operation. You will direct a team of analysts and partner with Strategy & Operations, Finance, and Member Services, influencing staffing and service outcomes at senior levels.

This remote-first role offers high visibility and the opportunity to shape workforce decisions for a fast-moving healthcare technology platform that serves

Qualifications

• Bachelor's degree; strong analytical/quantitative skills.
• Ability to work with imperfect data and provide actionable recommendations.
• Advanced Excel skills: formulas, pivot tables, data analysis.
• Knowledge of WFM fundamentals: Erlang modeling, shrinkage, occupancy, multi-skill routing, intraday management.
• Excellent verbal communication across all levels.

Responsibilities

• Forecasting and capacity planning: translate volume and AHT into net FTE requirements; model scenarios; oversee forecastActuals feedback loops.
• Scheduling and BPO coordination: build/maintain schedules; lead staffing plans for BPO managers; monitor headcount and coverage gaps.
• Intraday performance oversight: monitor SLA in real time; decide during volume spikes or vendor shortfalls.
• Team direction: set priorities and cadences; create scalable documentation and accountability.
• Reporting and stakeholder communication: own weekly/monthly WFM reporting; provide data-backed answers to senior leadership.

Skills

Analytical skills

Excel proficiency

WFM fundamentals

Verbal communication

Forecasting

Education

Bachelor's degree

Tools

Excel

Amazon Connect

CXone

QuickSight

Job description

SafeRide Health is seeking a Manager, Workforce Planning & Management to lead forecasting, scheduling, intraday performance, and service levels across a multi-vendor operation. You will direct a team of analysts and partner with Strategy & Operations, Finance, and Member Services, influencing staffing and service outcomes at senior levels.

This remote-first role offers high visibility and the opportunity to shape workforce decisions for a fast-moving healthcare technology platform that serves