Team Leader Workforce Management

Workforce Classification:

Telecommuter

 

Join Our Team: Do Meaningful Work and Improve People’s Lives 

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we are fostering a culture that emphasizes employee growth, collaborative innovation, and inspired leadership. We are dedicated to creating an environment where employees can excel and where top talent is attracted, retained, and thrives. As a testament to these efforts, Premera has been recognized on the 2025 America's Dream Employers list. Newsweek honored Premera as one of America's Greatest Workplaces, America's Greatest Workplaces for Inclusion, and America's Greatest Workplaces For Mental Well-Being, Forbes ranked Premera among America’s Best Midsize Employers for the fourth time.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog:  https://healthsource.premera.com/.

Are you ready to step into a pivotal leadership role where your strategic vision and people skills will shape the future of workforce management? As the Team Lead, Workforce Management, you’ll be at the forefront of driving operational excellence and empowering a talented team. This is more than a management position—it’s an opportunity to lead by example, mentor rising professionals, and collaborate with senior leaders to deliver innovative staffing solutions across multiple business units. If you thrive on coaching others, influencing organizational strategy, and making data-driven decisions that impact the entire customer service organization, this role offers the perfect platform to elevate your career and make a lasting difference.

The Team Lead Workforce Management is working leader role that is responsible for individual and team contributions specific to the development and management of staffing needs for multiple business units across the organization through ongoing analysis of workflow measures (attrition, average handle time, etc.). Key responsibilities include identifying and implementing effective staffing solutions to business challenges as they arise, acting as liaison to Workforce Management leadership and Operations leadership.

What you will do:

• Interview, hire, and coach staff, providing professional development opportunities through work assignments, special projects, further education and feedback.
• Provide appropriate and timely performance feedback to staff both informally and during formal review processes, managing the performance and career growth of the WFM team.
• Continuously improve team accuracy, workload capacity, and process efficiency.
• Provide directional leadership to peers and organization leaders related to forecasting, workforce and staffing management, and service expectations.
• Lead strategic business planning across the Customer Service Organization and provide long term / short term forecasting and analysis expertise.
• Ensure the completion of appropriate Premera training programs in order to develop associate knowledge and skills to ensure organizational goals are met.  Recommend and arrange additional training when appropriate.
• Analyze and recommend solutions taking into consideration systems performance, audits, cost efficiencies, workflow measures, and service trends.
• Serve as a resource for and collaborate with cross-functional teams to evaluate and ensure workflow issues are addressed by establishing protocols and developing action plans.
• Collaborate with business unit leadership to identify key business issues, outline strategic alternatives and recommend action plans to senior management Consult with customers on complex projects and identify financial impacts.
• Other duties as assigned.
• As part of this role, you may be assigned internal controls derived from Premera’s internal controls framework. You will be accountable for understanding the controls assigned to you, their impacts on Premera, and to ensure that they are operating effectively.

What you will bring:

• Bachelor’s Degree plus four (4) additional years of relevant experience (Required).
• Two (2) years of call center technology, workflow development, operations, and/or leadership experience.
• One years of  experience in a WFM role (e.g., real-time analyst, scheduling/forecasting, capacity planning, or data analysis) (Required).
• Three years of leadership/management experience (Required).
• Experience with WFM tools/platforms (e.g., Aspect, NICE, Genesys, Verint).

What you will gain:

• Strategic Leadership & Business Planning
  You’ll refine your ability to lead teams, influence organizational strategy, and drive long-term and short-term business planning across the customer service organization.
• Coaching & Staff Development
  This role emphasizes mentoring, coaching, and providing professional development opportunities for your team, helping you become a more effective leader and talent developer.
• Data-Driven Decision Making & Analytics
  You’ll deepen your expertise in analyzing workflow measures, financial results, and service trends to make informed, impactful decisions.
• Cross-Functional Collaboration
  Working closely with business unit leadership and cross-functional teams will strengthen your collaboration and communication skills, especially when addressing complex business challenges.
• Process Improvement & Operational Efficiency
  You’ll continuously improve team accuracy, workload capacity, and process efficiency, developing advanced skills in operational excellence and change management.

Physical Requirements:

The following have been identified as essential physical requirements of this job and must be performed with or without an accommodation:

• This is primarily a sedentary role which requires the ability to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body.
• This role requires the ability to keyboard and to communicate clearly and understandably in person and over the telephone.

Premera total rewards

Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:

• Medical, vision, and dental coverage with low employee premiums.

• Voluntary benefit offerings, including pet insurance for paw parents.

• Life and disability insurance.

• Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.

• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.

• Generous paid time off to reenergize.

• Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.

• Employee recognition program to celebrate anniversaries, team accomplishments, and more.

For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.

• Commuter perks make your trip to work less impactful on the environment and your wallet.

• Free convenient on-site parking.

• Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.

• Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.

• Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.

• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin.

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

The salary range for this role is posted below; we generally target up to and around the midpoint of the range.

National Salary Range:

$78,000.00 - $111,200.00

National Plus Salary Range:

$78,000.00 - $126,800.00

*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.

We’re happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We’re committed to creating an environment where all employees are celebrated for their unique skills and contributions.