Director, Workforce Management
Complexcare Solutions, Inc., Nashville, TN, United States
Pay or shift range: $126,000 USD to $140,000 USD
The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At ComplexCare Solutions, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Description Director, Workforce Management
This Position is Remote
We are more than just a healthcare company; we are a community of professionals driven by the knowledge that our success leads to a positive impact on the communities that we support.
At ComplexCare Solutions, you’ll play a crucial part in innovating solutions that empower health plan members and healthcare providers alike. Our collaborative environment fosters creativity and initiative, ensuring that every idea and effort contributes to meaningful change in the industry. Join us and become a part of a team that turns vision into action, making a tangible impact on the future of healthcare.
Duties and Responsibilities
Establish and drive the enterprise Workforce Management (WFM) strategy to ensure scalable, cost-effective staffing models that align with organizational growth and service objectives.
Analyze daily call strategy and manage outreach solutions.
Provide strategic oversight of forecasting, capacity planning, scheduling optimization, and real-time performance management to consistently achieve service levels and key performance indicators.
Lead and develop the Workforce Management team, setting clear expectations, elevating analytical capabilities, and fostering a high-performance culture, including responsibility for hiring, performance management and appraisals, and separations.
Translate business strategy, market trends, and operational demand into proactive workforce plans that mitigate risk and support long-term sustainability.
Partner cross-functionally to streamline processes, reduce manual effort, and embed continuous improvement practices across contact center operations.
Champion continuous improvement of workforce tools, technologies, and processes to enhance operational agility and data-driven decision-making.
Maintain compliance with CCS’s policies, procedures and mission statement.
Adhere to all confidentiality and HIPAA requirements as outlined within CCS’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
Fulfill those responsibilities and/or duties that may be reasonably provided by CCS for the purpose of achieving operational and financial success of the Organization.
Job Requirements
Minimum of 8+ years of progressive experience in contact center or customer operations environments, including strategic oversight of performance, workforce planning, and operational delivery.
Minimum of 6+ years of leadership experience with direct accountability for supporting leaders, driving enterprise initiatives, and achieving measurable business outcomes.
Strong communication and negotiation skills.
The position may require travel for training or conferences, up to 10% of the time.
Education Bachelors Required, preferred in Business Management.
The company offers competitive compensation and an excellent benefits package.
The Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic under federal, state, or other applicable laws.
This company utilizes E-Verify.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Description Director, Workforce Management
This Position is Remote
We are more than just a healthcare company; we are a community of professionals driven by the knowledge that our success leads to a positive impact on the communities that we support.
At ComplexCare Solutions, you’ll play a crucial part in innovating solutions that empower health plan members and healthcare providers alike. Our collaborative environment fosters creativity and initiative, ensuring that every idea and effort contributes to meaningful change in the industry. Join us and become a part of a team that turns vision into action, making a tangible impact on the future of healthcare.
Duties and Responsibilities
Establish and drive the enterprise Workforce Management (WFM) strategy to ensure scalable, cost-effective staffing models that align with organizational growth and service objectives.
Analyze daily call strategy and manage outreach solutions.
Provide strategic oversight of forecasting, capacity planning, scheduling optimization, and real-time performance management to consistently achieve service levels and key performance indicators.
Lead and develop the Workforce Management team, setting clear expectations, elevating analytical capabilities, and fostering a high-performance culture, including responsibility for hiring, performance management and appraisals, and separations.
Translate business strategy, market trends, and operational demand into proactive workforce plans that mitigate risk and support long-term sustainability.
Partner cross-functionally to streamline processes, reduce manual effort, and embed continuous improvement practices across contact center operations.
Champion continuous improvement of workforce tools, technologies, and processes to enhance operational agility and data-driven decision-making.
Maintain compliance with CCS’s policies, procedures and mission statement.
Adhere to all confidentiality and HIPAA requirements as outlined within CCS’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
Fulfill those responsibilities and/or duties that may be reasonably provided by CCS for the purpose of achieving operational and financial success of the Organization.
Job Requirements
Minimum of 8+ years of progressive experience in contact center or customer operations environments, including strategic oversight of performance, workforce planning, and operational delivery.
Minimum of 6+ years of leadership experience with direct accountability for supporting leaders, driving enterprise initiatives, and achieving measurable business outcomes.
Strong communication and negotiation skills.
The position may require travel for training or conferences, up to 10% of the time.
Education Bachelors Required, preferred in Business Management.
The company offers competitive compensation and an excellent benefits package.
The Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic under federal, state, or other applicable laws.
This company utilizes E-Verify.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr