Director, Workforce Management

We are seeking a strategic and experienced Director of Workforce Management to lead and optimize our workforce planning scheduling forecasting and realtime management functions across both our memberfacing support channels and our backoffice ThirdParty Administrator (TPA) administration functions. You will play a critical role in ensuring we have the right talent in the right place at the right time to deliver exceptional support to our members and achieve our operational goals across the entire organization. You will lead a team of workforce management professionals and critically forge strong partnerships with internal stakeholders to understand their business needs and translate them into effective workforce strategies that drive tangible results in both frontoffice and backoffice environments. A key aspect of this role will be the ability to interpret highlevel company objectives and distill them into clear and measurable team and department goals effectively guiding the Workforce Management team and collaborating departments towards achieving these outcomes. This role will also be instrumental in coordinating and guiding the performance management efforts across our Customer Experience (CX) teams ensuring alignment and the proactive identification and resolution of performancerelated issues.

What youll do:

• Establish and maintain strong working relationships with key internal stakeholders across Customer Experience Finance and other relevant departments to understand their operational challenges strategic priorities and performance management needs in both memberfacing and administrative functions ensuring alignment with overarching company goals.
• Collaborate proactively with internal partners to identify opportunities where effective workforce management can directly contribute to improved business outcomes derived from highlevel company objectives such as enhanced member satisfaction reduced costs increased efficiency improved processing times in backoffice operations and overall team performance.
• Translate highlevel company objectives into clear actionable and measurable goals for the Workforce Management team and partner with operational leaders to define complementary departmental goals.
• Lead the development of accurate shortterm and longterm forecasts for staffing needs across all operational areas including both interactionbased and productionbased work ensuring these forecasts support the achievement of defined goals.
• Build mentor and develop a highperforming workforce management team with expertise in both contact center and backoffice environments clearly communicating team and individual goals derived from company objectives.
• Lead the performance management coordination efforts across the Customer Experience (CX) teams. This includes:
  • Partnering with individual leaders to establish clear performance expectations and metrics that directly support team and departmental goals.
  • Developing frameworks and processes to ensure consistent and effective performance monitoring across CX teams tracking progress towards established goals.
  • Facilitating regular communication and feedback loops between Workforce Management and CX leadership regarding performance insights and concerns with a focus on driving teams towards desired outcomes.
• Drive continuous improvement initiatives within the workforce management function often in collaboration with internal stakeholders ensuring these initiatives contribute to achieving company department and team goals.

To be successful in this role youll need:

• 15 years of progressive experience in workforce management with at least 10 years in a leadership role including significant experience managing workforce in a backoffice production environment (e.g. TPA administration claims processing etc.).
• Bachelors degree in Business Administration Operations Management or a related field; Masters degree preferred.
• Strong understanding of performance management principles and practices with the ability to develop frameworks analyze performance data and provide insights and recommendations for improvement that drive teams towards established goals.
• Demonstrated success in developing and implementing workforce management strategies in a customercentric environment with experience applying these principles to backoffice operations to improve efficiency and quality all while aligning with company objectives
• Deep understanding and experience with various Workforce Management (WFM) software platforms (e.g. Verint Calabrio NICE) and their application in both contact center and backoffice settings including leveraging WFM data to track progress towards goals.
• Demonstrated experience in driving measurable business results aligned with highlevel company objectives through strategic workforce management initiatives across diverse operational areas.
• Strong understanding of contact center operations and key performance indicators as well as familiarity with backoffice production metrics and workflow optimization and how these contribute to broader company goals.
• Proven ability to understand highlevel company objectives and translate them into clear and actionable strategies and plans for the Workforce Management function and supporting teams.
• Excellent verbal and written communication skills with the ability to effectively communicate with team members internal partners and leadership across different departments including the ability to articulate the link between team activities and company objectives.
• Exceptional ability to build rapport and cultivate strong collaborative relationships with internal stakeholders at all levels understanding their needs and aligning workforce strategies with their goals and overarching company objectives. Demonstrated success in understanding their needs and translating them into actionable workforce management strategies that drive business results.
• Expertise in setting clear measurable goals for teams and departments that directly align with overarching company objectives.
• Proven ability to develop accurate shortterm and longterm forecasts using various methodologies and data analysis techniques for both interactionbased and productionbased work ensuring alignment with strategic goals.
• Ability to translate forecasts into effective capacity plans that align staffing with anticipated workload across diverse operational functions supporting the achievement of performance targets.
• A track record of identifying and implementing process improvements to enhance efficiency and accuracy within workforce management operations across different operational settings driving teams towards desired outcomes.
• Proven ability to lead motivate and develop a team of workforce management professionals supporting diverse operational functions clearly communicating goals and expectations.

Preferred Qualifications:

• Experience implementing and optimizing new workforce management technologies for both contact center and backoffice teams.
• Knowledge of healthcare industry regulations and compliance requirements.
• Experience with multichannel contact center environments.
• Specific experience with workforce management principles and tools applicable to TPA administration or similar backoffice production environments.
• Experience in developing performance management frameworks and analyzing performance data to identify trends and provide actionable insights that drive teams towards established goals.

Pay Transparency Statement

This is a hybrid position based out of our Lehi office with the expectation of being in office at least two weekdays per week. #LIhybrid

The actual pay rate offered within the range will depend on factors including geographic location qualifications experience and internal equity. In addition to the salary you will be eligible for stock options and benefits like health insurance 401k and paid time off. Learn more about our benefits at UT Pay Range