Sr. Manager Workforce Optimization

Description

Job Description: SR. Manager, Workforce Optimization

Reports to: SVP, Operations

Department: Clarest AI/CSS Health

FLSA Status: Exempt

Schedule: Monday to Friday

Compensation: $120,000 - $125,000 Annual Compensation

General Summary

The SR. Manager, Workforce Optimization will lead all aspects of workforce planning, scheduling, and performance management across a hybrid clinical call center supporting Medication Therapy Management (MTM), pharmacy assessments, patient onboarding, front-end processing, billing, and prescription fulfillment. This role partners with operations, IT, and executive leadership to build reporting dashboards, optimize staffing models, and drive strategic initiatives that ensure service levels and quality standards are consistently met.

Essential Responsibilities

• Develop and maintain forecasting and capacity-planning models for inbound/outbound calls, clinical assessments, print & mailing operations, and pharmacy processing.
• Design staffing schedules and real-time adherence plans to meet SLAs for multiple skill tiers (pharmacists, technicians, onboarding specialists, mailing staff).
• Partner with clinical operations and pharmacy leadership to align workforce strategy with patient volume projections, campaign launches, and seasonal fluctuations.
• Build and distribute workforce performance reports and dashboards (using Excel, Power BI, or similar) to monitor key metrics: call handle time, occupancy, shrinkage, SLA attainment, and agent productivity.
• Lead weekly/monthly staffing review meetings and present capacity forecasts, headcount needs, and cost implications to executive stakeholders.
• Implement and optimize workforce management tools (e.g., NICE, Calabrio, Verint) to automate scheduling, intraday management, and real-time analytics.
• Drive continuous improvement initiatives—workforce efficiency, quality of service, and employee engagement—through root-cause analyses and cross-functional projects.
• Oversee adherence to compliance and regulatory requirements in scheduling, labor laws, and clinical documentation.
• May lead a small team of workforce analysts and scheduling coordinators in the future; will play a key role in developing team structure, setting performance expectations, and supporting career development planning.
  
  

Other Responsibilities

Skills/Capabilities:

• Workforce planning, forecasting, and capacity modeling.
• Scheduling and real-time adherence management.
• Advanced proficiency in workforce management applications (NICE, Calabrio, Verint).
• Strong analytical and data-visualization skills (Excel, Power BI, BI tools).
• Project management and process improvement (Lean Six Sigma preferred).
• Knowledge of healthcare/pharmacy operations, MTM programs, and call center workflows.
• Leadership, coaching, and team development skills with the ability to scale workforce functions and lead future teams as needed.
  
  

Specifications

Education

• Bachelor’s degree in Business Administration, Healthcare Management, Industrial Engineering, or related field
• Master’s degree in Healthcare Administration, Operations Research, or related discipline, preferred
• Certification in Workforce Management (WFM) or Project Management (PMP, Lean Six Sigma)
  
  

Experience

• 7 years of progressively responsible experience in workforce management or capacity planning within a healthcare call center, pharmacy operations, or clinical services environment
• Proven track record designing and implementing forecasting models for high-volume inbound/outbound call operations
• Advanced proficiency in workforce management applications (e.g., NICE, Calabrio, Verint)
• Strong data-analysis skills in Excel and BI tools
• Experience guiding cross-functional teams and influencing senior stakeholders
• Experience translating operational data into actionable insights and executive presentations
• Excellent leadership and project management skills
• Strong written and verbal communication skills with executive presentation experience
• Working knowledge of MTM programs, pharmacy workflows, or clinical contact-center operations (highly preferred)
• Experience with medication therapy management platforms, EHR integration, or pharmacy claims systems, preferred
• Familiarity with mail-fulfillment operations and batch-job scheduling, preferred
• Track record of leading virtual or hybrid teams and implementing remote-work scheduling policies, preferred
  
  

Communication

• Regular presentations of forecasts, staffing models, and cost implications to executives.
• Written communication for reports, dashboards, and compliance documentation.
• Cross-functional collaboration with operations, IT, clinical, and pharmacy leadership.
• Ability to translate complex data into actionable insights for a non-technical audience.
  
  

Complexity

• Balancing multiple operational areas (clinical calls, pharmacy processing, mail fulfillment, onboarding)
• Managing service levels across varied skill tiers (pharmacists, technicians, onboarding specialists).
• Adapting workforce models to patient volume fluctuations, campaign launches, and seasonal spikes.
• Regulatory compliance and labor law adherence
• High stakes—decisions directly impact patient care, service quality, and cost efficiency.
  
  

Supervision

• Potential for future direct management of workforce analysts and scheduling coordinators
• Prepares to provide coaching, goal-setting, and career development planning as team scales
• Leads cross-functional improvement projects without direct authority.
  
  

Contact With Others

• Frequent interaction with executive leadership (to present staffing forecasts and implications).
• Daily collaboration with clinical operations, pharmacy leaders, and IT teams.
• External vendor contact (for WFM platforms or system integrations).
• Regular communication with frontline staff via adherence and scheduling processes.
  
  

Confidentiality

• Access to sensitive patient volume forecasts, staffing models, and cost data.
• Exposure to protected health information (PHI) through MTM programs and clinical documentation.
• Responsibility to maintain confidentiality with workforce performance data and employee information.
  
  

Physical Demands

• Primarily sedentary office work.
• Frequent computer use (Excel, BI dashboards, scheduling tools).
• Occasional movement for in-person meetings or training sessions.
  
  

Mental/ Visual Demands

• High-level data analysis requiring sustained concentration and attention to detail.
• Frequent review of detailed dashboards, spreadsheets, and scheduling models.
• Quick decision-making under time-sensitive conditions (real-time workforce adjustments).
• Requires visual accuracy for metrics, compliance standards, and operational dashboards.
  
  

Travel

• Hybrid role based in Arizona Clinical Hub (3 days onsite, 2 remote)
• Limited travel outside hub expected; primarily local
• Occasional travel possible for leadership meetings or vendor-related system implementations. (~10%)