Manager, Workforce Management

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PacificSource is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.

The Workforce Manager oversees workforce planning within a contact center environment, covering both government and commercial operations departments. Responsibilities include forecasting, scheduling, real-time monitoring, and reporting to ensure appropriate staffing and service levels. This position works with leadership to develop and communicate staffing strategies for contact operations, maintaining service to PacificSource members and adherence to regulatory standards. The role requires analytical, leadership, and communication skills to support operational objectives and improve customer experience. Work is presented to senior leadership and operational directors.

Essential Responsibilities:

• Develop and maintain short- and long-term staffing forecasts by analyzing historical call volume data and applying staffing ratios to ensure optimal service delivery. Identify trends and patterns to enhance forecast accuracy, improve operational efficiency, and support strategic workforce planning.
• Collaborate with human resources and operations leadership to align workforce strategies with organizational goals and talent planning.
• Oversee agent scheduling, including training, meetings, and time-off coordination, shift swaps, and exception handling to ensure coverage across all shifts and channels.,
• Monitor real-time adherence and make dynamic staffing adjustments to meet service level agreements (SLAs) and demand fluctuations.
• Manage intraday performance and make real-time adjustments to meet service level agreements (SLAs).
• Generate and analyze performance reports and KPIs, such as occupancy, shrinkage, and schedule adherence, providing actionable insights to improve operational efficiency.
• Utilize Workforce Optimization (WFO) tools (e.g., NICE, Verint, Aspect) to manage forecasting and scheduling. Ensure data integrity and lead initiatives to enhance automation and system integration.
• Manage a team of Real-Time Analysts (RTAs), workforce analysts, and schedulers. Lead and mentor staff to foster a culture of continuous improvement and accountability.
• Partner with contact center managers and cross-functional teams to understand staffing needs, business priorities, and facilitate effective communication of workforce initiatives.
• Serve as the primary liaison between WFM and cross-functional teams, communicating staffing plans, updates, and performance metrics.
• Responsible for oversight, management, development, implementation, and communication of department programs.
• Responsible for hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees. Provide feedback, including regular one-on-ones and performance evaluations, for direct reports.
• Develop annual department budgets. Monitor spending versus the planned budget throughout the year and take corrective action where needed.
• Coordinate business activities by maintaining collaborative partnerships with key departments.
• Responsible for process improvement and working with other departments to improve interdepartmental processes. Utilize lean methodologies for continuous improvement. Utilize visual boards and daily huddles to monitor key performance indicators and identify improvement opportunities.
• Actively participate as a key team member in Manager/Supervisor meetings.
• Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: A minimum of 5 years of experience in Workforce Management within a contact center (Customer Service) environment. Experience with WFM software (e.g., NICE, Verint, Genesys, or similar) required. Supervisory experience preferred.

Education, Certificates, Licenses: Bachelor’s degree required. Candidates with an associate’s degree and 2 years of relevant experience, or a high school diploma and 4 years of relevant experience, in addition to the required minimum years of Work Experience will also be considered Preferred area of focus: Healthcare Operations, Statistics, or a related field.

Knowledge: Strong analytical and problem-solving skills. Proficiency in Microsoft Excel and reporting tools. Excellent communication and interpersonal skills. Ability to manage multiple priorities in a fast-paced environment. Understanding of contact center operations and financial metrics.

Competencies

Building Trust

Building a Successful Team

Aligning Performance for Success

Building Partnerships

Customer Focus

Continuous Improvement

Decision Making

Facilitating Change

Leveraging Diversity

Driving for Results

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 10% of the time.

Skills:

Accountable leadership, Collaboration, Data-driven & Analytical
, Delegation, Effective communication, Listening (active), Situational Leadership, Strategic Thinking

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.