Workforce Operations Manager - Contact Center Operations

Harbor Health; Austin (TX); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Competitive base salary

401(k) with company match

Generous PTO and holidays

Job summary

Harbor Health in Texas is seeking an experienced Workforce Operations Manager to lead the WFM function for our healthcare contact center. You will own forecasting, scheduling, RTM, reporting, and planning to ensure optimal coverage while balancing cost, compliance, and patient experience.

You will manage a team of WFM analysts, partner with Finance, IT, and Operations, and drive data-driven decisions to improve service levels across voice, chat, and digital channels.

Qualifications

• 5+ years in workforce management within a contact center.
• 2+ years in a leadership/management role.
• Strong knowledge of Erlang C forecasting and scheduling optimization.
• Experience with health insurance operations and payer-driven staffing impact.
• Proficient in multi-channel staffing (voice, chat, email, SMS).

Responsibilities

• Forecasting, capacity planning across multiple queues and channels.
• Develop schedules, real-time management, and occupancy targets.
• Lead RTM and intervention plans (overtime, VTO, skill shifts).
• Own workforce reporting: SL, AHT, attrition, adherence, forecast accuracy.
• Collaborate across Ops, HR, IT for staffing and system changes.
• Plan telephony platform migrations and staffing impact.
• Coach and develop WFM analysts and specialists.

Skills

WFM leadership

Forecasting

Real-time mgmt

Excel/Sheets

Power BI/Tableau

Healthcare ops

Cross-functional

Coaching

Leadership comms

Education

Bachelor's degree in Business or Healthcare Analytics

Tools

NICE IEX

Verint

Genesys Cloud

Calabrio

Aspect

Alvaria

Job description

Brief Description

POSITION OVERVIEW

We are seeking an experienced Workforce Operations Manager to lead the workforce management (WFM) function for our healthcare contact center. This role owns the end-to-end workforce lifecycle — forecasting, scheduling, real-time management, reporting, and planning — ensuring the right number of skilled agents are in the right place at the right time to meet service levels while balancing operational cost, compliance, and employee experience. The ideal candidate combines strong analytical rigor with people leadership, has deep familiarity with contact center KPIs, and understands the unique demands of healthcare environments (e.g., patient access, member services, provider services, clinical triage lines, or care coordination queues) where accuracy, compliance, and patient/member experience are critical.

Position Duties & Responsibilities

Forecasting & Capacity Planning

• Develop and maintain short-, medium-, and long-term volume and staffing forecasts across multiple queues/lines of business (e.g., patient scheduling, billing, clinical triage, member services).
• Model seasonal, campaign-driven, and regulatory-driven demand shifts (open enrollment, flu season, plan-year changes, etc.).
• Partner with Finance and Operations on annual headcount and budget planning.

Scheduling & Real-Time Management

• Own agent scheduling strategy, including shift bidding, shrinkage planning, and PTO/time-off governance.
• Lead the real-time management (RTM) team to monitor intraday performance and execute rapid intervention plans (overtime, VTO, skill-shifting, escalations).
• Manage schedule adherence and occupancy targets across all queues.

Team Leadership

• Directly manage and develop a team of WFM analysts/specialists and real-time analysts.
• Set goals, coach performance, and build a bench of workforce talent.
• Foster a culture of accountability, continuous improvement, and data-driven decision-making.

Reporting & Analytics

• Own the workforce reporting suite: service level, AHT, occupancy, shrinkage, attrition, adherence, and forecast accuracy.
• Deliver regular performance reviews to senior leadership with actionable insights and recommendations.
• Identify trends and root causes behind performance gaps and lead corrective action plans.

Systems & Process

• Serve as the subject matter expert for the WFM platform (e.g., NICE, Verint, Genesys Cloud, Calabrio, Aspect).
• Continuously improve WFM tools, processes, and automation to increase forecast accuracy and scheduling efficiency.
• Ensure workforce practices align with healthcare compliance requirements (HIPAA, labor law, union rules if applicable, and payer/regulatory SLAs).
• Manage workforce planning across omnichannel contact points (voice, chat, email, SMS, and self-service/IVR), including channel-specific forecasting, blended scheduling, and cross-channel skill routing.
• Plan and staff outbound campaign initiatives, including dialer-based outbound calling campaigns (predictive/progressive dialers) and outbound text/SMS campaigns, balancing outbound capacity against inbound service level commitments.
• Monitor and optimize outbound campaign performance (contact rates, penetration, pacing, connect rates) in partnership with campaign/dialer administrators.
• Lead planning and execution for new telephony and contact center platform implementations and migrations (e.g., transitioning to or upgrading Genesys Cloud, NICE CXone, Five9, Amazon Connect, or similar), including staffing impact analysis, cutover planning, agent skill/routing configuration, and post-launch performance validation.
• Partner with IT/Telecom on system integrations (IVR, ACD, CRM, and WFM tool connectivity) to ensure workforce data flows accurately across platforms.

Cross-Functional Collaboration

• Partner with Operations, HR, Training, Quality, and IT to align staffing with business needs and system changes.
• Support new program/queue launches with staffing models and go-live readiness plans.
• Act as a liaison between frontline operations and executive leadership on workforce strategy.

Desired Professional Skills & Experience

• 5+ years of experience in workforce management within a contact center environment, including 2+ years in a leadership/management role.
• Strong working knowledge of WFM principles: Erlang C forecasting, scheduling optimization, shrinkage, and real-time management.
• Hands-on experience with a WFM software platform (e.g., NICE IEX, Verint, Genesys Cloud, Calabrio, Aspect, Alvaria).
• Proficiency working within health insurance operations — familiarity with plan types (HMO, PPO, Medicare/Medicaid), enrollment cycles, claims, benefits, and payer-driven service requirements that impact staffing and call volume.
• Experience managing workforce planning across omnichannel platforms (voice, chat, email, SMS, IVR/self-service) with the ability to forecast and schedule for blended, multi-channel environments.
• Experience staffing and forecasting for outbound campaigns, including dialer-based (predictive/progressive) calling campaigns and outbound SMS/text campaigns.
• Direct experience planning and implementing telephony/contact center platforms (e.g., Genesys, NICE CXone, Five9, Amazon Connect, Cisco), including migration planning, routing/skill configuration, and go-live support.
• Advanced Excel/Google Sheets skills; comfort with data analysis and dashboarding tools (Power BI, Tableau, etc.).
• Proven ability to lead, coach, and develop a team.
• Excellent communication skills, with experience presenting to senior leadership.

Preferred

• Experience in a healthcare, payer, or health-tech contact center environment (patient access, member services, nurse triage lines, or care management).
• Familiarity with HIPAA and healthcare regulatory/compliance requirements as they relate to staffing and scheduling.
• Experience supporting multi-site or multi-channel (voice, chat, email) operations.
• Background in health insurance/payer operations, including regulatory cycles such as open enrollment and annual plan changes.
• Prior involvement in a full telephony platform migration or implementation project from planning through post-launch stabilization.
• Bachelor's degree in Business, Healthcare Administration, Analytics, or related field (or equivalent experience).
• WFM certification (e.g., SWPP, IWFM) a plus.

What Success Looks Like

• Consistently meeting or exceeding service level and abandonment rate targets.
• Forecast accuracy within target variance (e.g., ±5–10%) across queues.
• Successful design and implementation of WFM strategy.
• Optimized staffing costs without compromising patient/member experience.
• A well-developed, engaged WFM team with clear growth paths.
• Proactive identification and resolution of staffing risks before they impact operations.

What We Offer

• Competitive base salary and annual bonus eligibility.
• Comprehensive medical, dental, and vision benefits.
• 401(k) with company match.
• Generous PTO and paid holidays.
• Ownership over a high-visibility workforce function shaping service levels and staffing strategy across Harbor Health's contact center.
• Collaborative and dynamic work environment within an innovative, integrated payvider model.
• Professional development and growth opportunities.

Company Overview

At Harbor Health, we're transforming healthcare in Texas through collaboration and innovation. We're seeking passionate individuals to help us create a member-centered experience that connects comprehensive care with a modern payment model. If you're ready to make a meaningful impact in a dynamic environment where your contributions are valued.

EQUAL EMPLOYMENT OPPORTUNITY

Harbor Health is an Equal Opportunity Employer. We celebrate diversity and are committed to building an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.