Senior Manager, Workforce Planning – Coverage Review Operations, Payer Solutions

Job Description:

• Lead long-range planning across complex for Coverage Review Operations and Payer Solutions.
• Translate demand forecasts into executable staffing and capacity plans that balance service level objectives, customer experience, and cost targets.
• Provide strategic oversight of volume forecasting, handle time modeling, and performance management to proactively mitigate risk and variability.
• Partner closely with Operations, Finance, Enablement, Technology, Analytics, and Global Service Partners to align workforce strategies with business priorities and operational realities.
• Deliver clear, data-driven insights and recommendations to senior leaders on staffing risks, trade-offs, and performance outcomes.
• Lead, coach, and develop workforce planning teams across long-range planning.
• Drive continuous improvement of workforce planning models, tools, and processes, including the use of advanced modeling and workforce management platforms.
• Anticipate and plan for demand changes driven by seasonality, growth, regulatory shifts, or operational transformation initiatives.

Requirements:

• 7+ years of workforce management or workforce planning experience in a contact center and back-office operations environment.
• 5+ years of demonstrated people leadership experience, including coaching, development, and cross-functional influence.
• Experience driving workforce planning transformation, automation, or process optimization initiatives.
• Demonstrated expertise in long-range forecasting, short-term planning, scheduling, and real-time workforce management.
• Experience supporting large, multi-site or global operations, including partnership with external or offshore service providers.
• Strong analytical skills with the ability to translate complex data into clear business insights.
• Proven ability to influence cross-functional partners and communicate effectively with senior leaders.

Benefits:

• Medical
• Vision
• Dental
• Well-being and behavioral health programs
• 401(k)
• Company paid life insurance
• Tuition reimbursement
• Minimum of 18 days of paid time off per year
• Paid holidays

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