Senior Manager Workforce Management

What Youll Do

• Develop and maintain comprehensive workforce plans to align with business needs and operational goals.

• Monitor and adjust staffing levels based on forecasting models ensuring adequate coverage.

• Pull and analyze data from Salesforce Jira and other platforms to monitor workforce performance and identify improvement opportunities.

• Use datadriven insights to inform decisionmaking and enhance workforce efficiency.

• Build and maintain regular and ad hoc reports for leadership.

• Proactively identify issues impacting workforce performance and volume trends and implement solutions.

• Independently manage and resolve operational challenges using critical thinking and data analysis.

• Ensure workforce strategies align with the goal of improving Provider experience.

• Collaborate with crossfunctional teams to drive seamless operational workflows that support Provider satisfaction.

• Stay informed on best practices and emerging tools to continuously improve processes.

• Act as a subject matter expert for workforce management strategies and tools.

What Youll Bring to Zelis

• Bachelors degree in Business Administration Operations Management or a related field.

• 8 years of experience leading workforce management or a similar role.

• Proficient in data extraction and reporting from Contact Center CRMs such as Salesforce Jira Zendesk.

• Advanced knowledge of Microsoft Excel.

• Experience with SQL queries preferred.

• Demonstrated ability to independently identify and solve problems in a fastpaced environment.

• Excellent written and verbal communication skills.

• Strong ability to collaborate with diverse teams.

• Proven track record of managing workforce tools and providing actionable insights.

Location and Workplace Flexibility

We have offices in Atlanta GA Boston MA Morristown NJ Plano TX St. Louis MO St. Petersburg FL and Hyderabad India. We foster a hybrid and remote friendly culture and all our employees work locations are based on the needs of the position and determined by the Leadership team. Inoffice work and activities if applicable vary based on the work and team objectives in accordance with Company policies.

Our Values and Culture

We are always thinking about life beyond the laptop and how we can drive positive change for our clients our associates and our communities. Our IMPACT Value Behaviors are how we elevate that thinking and turn it into action:

• Drive Innovation

• Embrace a Growth Mindset

• Put People First

• Act With Agility

• Champion Collaboration

• Build Trust

We look at the big picture when it comes to our associates and our culture. We work to effectively build a thriving exciting experience for our associates. We leverage these values to continuously evolve an awardwinning culture that has a longevity greater than the novelty of a ping pong table in the break room. Our idea of a great workplace is where we can show up as our authentic selveswhich is the best way to bring together extraordinary talented people who feel empowered to make a positive IMPACT.

A Lot of Respect

This is a collaborative organization where everyone is on your team. Each personfrom the newest intern to the CEOis in their position because they are an expert and they view you with the same lens. No matter who you are where you sit in the organization or the span of your tenure everyone at Zelis is treated with respect.

We respect your time (so much so that we arent asking you to write a cover letter). We make sure you have time to focus by offering MeetingFree Wednesdays as well as time for you with Zelis Cares Fridays early dismissal.

We respect and prioritize worklife balance. With flexible PTO a hybrid/remote work environment and a culture that encourages disconnecting after hours we ensure you have the time and space to manage lifes surprises and fully engage outside of work. Working 9 to 5 isnt just a hit song; we respect business hours and promote wellness offerings to keep you at your best both on and off the clock.

We respect diverse opinions. There are always seats at the table and were eager to add more chairs. We continue to build our Diversity Equity and Inclusion initiatives including training guest speakers associateled Business Resource Groups inoffice DEI events and more.

We respect that everyone has different needs. Zelis has built and continues to add to our benefits offerings by including medical dental 401k fertility and family building education assistance pet insurance menopause and midlife care and more.

We respect YOU. As an Equal Opportunity Employer we believe that everyones voice has a place in the chorus. We encourage members of traditionally underrepresented communities to apply.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you dont meet 100 of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process please email .

Disclaimer

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex gender identity national origin disability status protected veteran status or any other characteristic protected by law.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities duties and skills from time to time.