Workforce Planning and Optimization Manager Chapel Hill, NC

Well; Chapel Hill (NC); On-site; USD 75,000 - 90,000; Full time

Job summary

An innovative company is seeking a Workforce Planning and Optimization Manager to lead their multi-channel contact center operations. This role involves designing data-driven workforce strategies, collaborating with diverse teams, and enhancing staffing efficiency to support a growing portfolio of clients. The ideal candidate will bring extensive experience in workforce management, strong analytical skills, and a passion for optimizing operations. Join a mission-driven organization focused on transforming healthcare and improving member experiences. This is a unique opportunity to make a significant impact in a dynamic environment.

Benefits

Generous benefits

Employee-centric culture

Diversity and inclusion initiatives

Qualifications

• 6-8 years of experience in workforce management within a contact center.
• Strong analytical skills with advanced proficiency in data analysis.
• Experience in developing workforce optimization strategies.

Responsibilities

• Design and implement workforce planning strategies aligned with business objectives.
• Analyze real-time performance data to adjust staffing levels.
• Monitor KPIs to identify areas for improvement.

Skills

Workforce Management

Data Analysis

Forecasting

Team Leadership

Communication Skills

Problem-Solving

Flexibility and Adaptability

Education

Bachelor's Degree

Master's Degree

Tools

Excel

WFM Software (Verint, NICE, Calabrio, Genesys)

Salesforce

SQL

Job description

Workforce Planning and Optimization Manager

Company:The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact on our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product — a consumer health engagement platform — integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees. We promote an employee- and member-centric culture with generous benefits, which you can learn more about here: https://www.well.co/careers .

Position Title: Workforce Planning and Optimization Manager

Reporting To: Director of Member Services

Department: Member Services Operation

Location: Chapel Hill, NC

Compensation: $75,000-$90,000 depending on qualifications, plus bonus and benefits

Position Summary: Are you a results-oriented leader passionate about optimizing contact center operations? We're building out our workforce management function and need a highly collaborative Workforce Planning & Optimization Manager to own and transform our multi-channel contact center's workforce strategy, supporting our growing portfolio of large employer clients. You will lead and provide daily support and mentoring to our Workforce Lead and Workforce Analyst, leveraging your expertise to develop and refine tools that drive significant improvements in staffing efficiency, client KPI achievement, and member satisfaction. You will partner closely with diverse business stakeholders to achieve these goals.

Responsibilities:

• Strategic Workforce Planning & Alignment:
  
  
• Design and implement data-driven workforce planning strategies aligned with business objectives.
• Proactively collaborate with cross-functional teams to deliver accurate forecasts for initiative-driven demand and strategically align launch schedules for optimal resource efficiency and service levels.
• Partner with leaders on forecasted headcount needs for new launches.

Dynamic Staffing Models:

• Create flexible staffing models with real-time adjustment capabilities based on inbound demand forecasts.
• Collaborate with Member Services leadership to enhance agent utilization, adherence, and productivity.
• Identify and address workload fluctuations and non-productive time.
• Ensure proper staffing coverage through communication with team leads and supervisors, and maintain accurate staffing records.
  
  
• Workforce Forecasting & Analysis:
  
  
  • Develop and maintain accurate short-term and long-term multi-channel workforce forecasts incorporating historical data, trends, and seasonality to exceed SLAs.
  • Analyze historical data to predict staffing needs, adjusting for trends and client activities. Provide insightful reports on forecast performance and variance.

Workforce Optimization & Scheduling:

• Create and manage agent schedules to align with forecasted demand, optimizing shift patterns, breaks, and off-phone activities for maximum efficiency.
• Coordinate non-call scheduling with other departments.
• Optimize scheduling and staffing strategies to meet SLAs and KPIs across all business units.

Real-time Performance Management:

• Analyze real-time performance data to proactively adjust staffing levels for call volume and handle time fluctuations.
• Conduct regular performance reporting and analysis with recommendations for senior management.
• Lead initiatives to improve workforce planning processes, implement best practices, and drive continuous improvement across all business lines.
• Develop predictive models for inbound volume and workforce needs.
• Identify skill gaps to inform recruitment and training.

Performance Goal Setting & Analysis:

• Monitor and analyze key performance indicators (KPIs) to identify improvement areas.
• Present workforce planning insights and recommendations to senior management.
• Implement best practices to boost productivity and work with leadership to establish and benchmark performance goals, addressing adherence and occupancy.

Preferred Qualifications:

• 6-8 years of progressive experience in workforce management, planning, and optimization within a multi-channel, multi-client contact center or similar environment.
• Demonstrated success in developing and implementing workforce optimization, forecasting, and planning strategies from the ground up
• leadership experience, including team management and development
• Experience managing a multi-skill workforce
• Analytical and problem-solving skills, including advanced proficiency in data analysis and reporting tools (especially Excel) with the ability to analyze complex data and identify trends
• Ability to present complex findings to senior management
• Collaboration and relationship-building skills
• Flexibility and adaptability to changing business needs
• Familiarity with workforce management (WFM) software (e.g., Verint, NICE, Calabrio, Genesys) and Salesforce
• Understanding of statistical modeling and forecasting techniques
• Knowledge of process improvement methodologies (e.g., Lean Six Sigma)
• Familiarity with database management and SQL

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare. We welcome team members who are passionate about that mission.

We embrace diversity and are committed to building an inclusive team. All qualified applicants will be eagerly considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Preferred First Name

Email *

Phone *

Location (City) *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Are you legally authorized to work in the United States on a full-time basis? * Select...

Will you now or on the future require sponsorship? Example: H1B * Select...

Please indicate your veteran status: Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.

How would you describe your gender identity? (mark all that apply) Select...

How would you describe your racial/ethnic background? (mark all that apply) Select...

How would you describe your sexual orientation? (mark all that apply) Select...

Do you identify as transgender? Select...

Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning? Select...

Are you a veteran or active member of the United States Armed Forces? Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Well’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Voluntary Self-Identification of Disability

Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

Disability Status Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.